Job Details
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Job Description
Roles and Responsibilities:
- Prioritize cases based on severity while ensuring SLAs are met.
- Act as a single point of contact for cases raised by our customers and partners.
- Own, track, troubleshoot and resolve cases relating to software and/or hardware challenges across all company products.
- Guide customers to resolution, either via remote session, phone, or email.
- Document and track incident progress and analysis using our ticketing system as a point of reference.
- Utilize and contribute to the internal knowledge base to minimize time to resolution.
- Contribute to the overall development of the support organization through, projects, programs, mentoring, leadership, and coaching.
- Participate in an On Call Weekend Coverage rotation
- Manage escalated support incidents within specific timelines as part of an action plan with Management and our Sales organization
Required Skills:
- Bachelor's degree in computer science, a related discipline or equivalent work experience
- Three or more years in an enterprise technical support role
- Experience troubleshooting performance and application-based issues on Windows and Linux environments (Server 2012 onwards, Centos/RedHat 7 onwards)
- Understanding of networking concepts and technologies such as firewalls, routers, and switches and any other network-based solutions with particular focus in security.
- Excellent problem-solving capability
- Strong written and verbal communication skills.
- Experience troubleshooting and/or administering MSSQL Server 2016+
- Experience troubleshooting API integrations
- Familiarity with cloud-based solutions (AWS, Azure and/or GCP)
- Experience with logging Mechanisms (e.g., Syslog, Windows Event Log, SNMP & API)
Highly Desirable:
- Familiarity with ElasticSearch products
- Regex fundamentals
- Scripting
- Familiarity with SIEM solutions
- Experience in Docker and Postman
Job Requirements
computer skills:
- Server 2012 onwards, Centos/RedHat 7 onwards)
- MSSQL Server 2016+
- API integrations
- cloud-based solutions (AWS, Azure and/or GCP)
languages:
- Essential: Fluent English (Written & Spoken)
- Essential: Arabic (Spoken)
- Ideal: Other languages