Technical Support Engineer II

24 hours ago


Cairo, Cairo, Egypt Breadfast Full time

Role Objectives

As a Technical Support Engineer II, I diagnose and troubleshoot technical issues, ensuring adherence to SLAs. I collaborate with engineering teams to escalate and resolve production problems, communicate with various stakeholders, and conduct daily health checks and monitoring. Additionally, I provide guidance to team members, prepare detailed incident reports for management, and analyze recurring issues and trends for proactive resolution.

Roles & Responsibilities:

  • Diagnose and troubleshoot technical issues, serving as the first line of support to ensure swift resolution.
  • Handle support tickets received through various channels, ensuring resolution within the agreed Service Level Agreements (SLAs).
  • Communicate with the engineering team to escalate production problems, discuss solutions, and share technical logs for thorough issue resolution.
  • Liaise with various stakeholders, including commercial, operations, and engineering teams, to address and resolve technical issues efficiently.
  • Conduct daily health checks and system monitoring to proactively identify potential issues.
  • Provide support and guidance to team members in their daily tasks, fostering a collaborative work environment.
  • Prepare detailed reports for global incidents and share insights with the management team for informed decision-making.
  • Analyze recurring issues and abnormal trends to develop and implement effective long-term solutions.

REQUIRED EDUCATION, KNOWLEDGE, AND SKILLS

  • Bachelor degree in Information Systems, Computer Science, or related field.
  • 1-2 years of experience as a support engineer.
  • Familiar with database, scripting, APIs & basic programming concepts.
  • Excellent presentation and communication skills.
  • Excellent analytical and problem-solving skills
  • Highly organized with strict adherence to deadlines.
  • Familiar with Agile concepts will be a plus
  • Experience in Odoo is a plus.


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