App Support Engineer

2 weeks ago


Cairo, Cairo, Egypt Grinta Full time
  • Act as the primary contact for support requests from both external and internal system users to address their issues and questions.
  • Monitor and respond promptly to tickets submitted through various channels.
  • Offer quick and accurate feedback to customers.
  • Utilize internal database or external sources to provide precise technical solutions.
  • Handle and prioritize multiple open issues simultaneously.
  • Escalate unresolved matters to the appropriate internal teams, such as software developers.
  • Follow up with the problem reporter until resolution is achieved.
  • Perform system health checks at agreed-upon intervals.
  • Troubleshoot basic software problems and extract logs for further examination.
  • Execute necessary DB scripts and extracts as required.
  • Acquire a deep product knowledge to effectively address customer concerns in a timely manner.
  • Conduct user training sessions to enhance their understanding and proficiency.
  • Gather valuable insights on customers' product expectations, experiences, and satisfaction levels.
  • Handle emergency situations and be available for on-call duties as needed.
  • Maintain and update technical documentation and procedures, ensuring all incidents are appropriately documented.
  • Report issues to external service providers and monitor the resolution progress.
  • Manage internal system users and permissions efficiently.


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