Application Support Engineer

5 days ago

Cairo, Cairo, Egypt Orion Digital Solutions Full time 120,000 - 180,000 per year

Orion Digital Solutions is a regional Digital Transformation and Consulting Company based in Heliopolis. Our mission is to be the leading digital transformation company in the region and a key enabler to the development of local businesses and regional economies. We have a team of professionals with extensive local and global experience across various industries. Our business model is based on shared results with our clients, ensuring quantifiable and sustainable outcomes. We offer services in Robotic Process Automation, Visualization and Analytics, Business and organizational Transformation, and Project Management.

The Application Consultant serves as the expert advisor and support lead for customer applications, providing advanced (2nd and 3rd line) technical support to ensure the stability, performance, and ongoing improvement of client systems. This role is responsible for managing and resolving complex technical issues, maintaining a comprehensive understanding of customer applications and environments, and acting as the primary operational contact for clients. The consultant ensures customer satisfaction through proactive issue management, tailored documentation and training, and close collaboration with project teams to facilitate smooth implementation, testing, and ongoing support.

Responsibilities

  • Provide expert-level support for customer applications (2nd and 3rd line).
  • Maintain a comprehensive view of all open tickets, ensuring they are managed effectively and kept up-to-date.
  • Troubleshoot and resolve complex technical issues, including bug fixes.
  • Maintain a deep understanding of the customer's application(s) and related systems.
  • Serve as the main point of contact for all operational needs.
  • Proactively address customer issues, ensuring satisfaction and timely resolution.
  • Develop customer-specific documentation and training materials.
  • Work closely with project teams to ensure smooth implementation and support.
  • Contribute to testing, configuration, and documentation efforts.
  • Share knowledge and best practices with project and support teams.

Requirements

  • Bachelor's degree in production engineering, Mechatronics, Business Informatics, or Computer Science.
  • A passionate problem solver and out-of-the-box-thinker.
  • Fluent in English.
  • An analytical mind, and a desire to investigate in detail.
  • A passion for building and maintaining a good long-term relationship with customers.
  • A team player who can also work independently.
  • The ability to work in a structured way and follow procedures, while simultaneously searching for continuous improvement.
  • Interest in supply chain planning is a PLUS.
  • Previous support experience.

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