Staff Software Support Engineer

Sumerge - Cairo

Applicants for
1 open position
Experience Needed:
6 to 8 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
12,000 to 15,000 EGP per month
1 open position
About the Job
  • Leverage Support processes, systems and tools to resolve a variety of technical problems.
  • Reach clients either via phone, email or chat with an appropriate action plans.
  • Own problems through resolution, properly escalate unresolved issues to appropriate internal teams (software developers, system admins ...etc).
  • Manage, prioritize, and respond to cases within defined SLA’s.
  • Provide prompt, efficient, detailed, customer-oriented service.
  • Monitor queues and respond to issues within defined SLAs.
  • Create and maintain problem resolution procedures.
  • Ensure all issues are properly logged.
  • Investigate application issues and customer-driven production problems
  • Technical troubleshooting of issues, resolution and document the solution for issues.
  • Identify and develop tools, techniques and procedures for improving the performance, availability and reliability of applications
  • Work with development and engineering teams to design and refine processes, procedures, and delivery mechanisms
Job Requirements
  • 5+ Years of experience in technical application support or technical implementations.
  • Bachelor’s degree in Computer Science or equivalent education in a related discipline.
  • Proven experience RDBMS administration specially Microsoft SQL Server, including log analysis and query handling.
  • Troubleshooting performance issues in application, database , network and OS layers.
  • Having a programmer's mindset, java knowledge is a plus.
  • Worked on different operating systems (Windows, Linux .. etc).
  • Application server knowledge and troubleshooting, WebSphere knowledge is a plus.
  • Ability to troubleshoot and analyze networked environments.
  • Experience in clustering and/or replication is a plus.
About this Company

Since its debut, Sumerge has been providing enterprise-level web-based and desktop software solutions to its clients, giving them the paramount benefits of information technology that added a comprehensive value to their businesses. Sumerge provides the most comprehensive and... (More)

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