- Act as the primary contact for application-related issues raised by customers or internal teams.
- Troubleshoot and resolve incidents, errors, and performance issues across applications.
- Collaborate with development, QA, and infrastructure teams to identify and fix root causes.
- Monitor application logs, services, and integrations to ensure uptime and stability.
- Manage deployment activities, configuration updates, and version rollouts.
- Assist in database queries, data correction, and basic performance tuning (SQL/NoSQL).
- Document troubleshooting steps, common issues, and solutions in the internal knowledge base.
- Escalate unresolved issues to higher support tiers or product teams with proper analysis.
- Participate in release validation and regression testing post-deployment.
- Ensure adherence to SLA timelines and maintain high customer satisfaction.
Bachelor’s degree in Computer Science, Information Technology, or a related field.2–5 years of experience in Application / Technical Support within a software house or SaaS environment.Strong knowledge of Linux-based systems and web application architectures.Hands-on experience with databases (MySQL, PostgreSQL, MongoDB, etc.).Familiarity with APIs, RESTful services, and application logs (Graylog, ELK, etc.).Understanding of networking basics, firewalls, and application hosting environments.Experience in monitoring and ticketing tools (e.g., Zabbix, Jira, Freshdesk).Excellent analytical and problem-solving skills.Strong communication skills in English and Arabic.