Technical Support Engineer

5 days ago

Dubai, Dubai, United Arab Emirates Alliants Full time

We're Hiring a Technical Support Engineer (L2)

Location: Remote (Dubai)

Salary: DOE

At Alliants, we're on a mission to transform every customer engagement into something exceptional. We believe in working smart together to push the boundaries of company culture and create futureproof customer experiences.

Are you passionate about creating meaningful customer experiences and helping organisations deliver on their brand promises? Join us as a Technical Support Engineer (L2) in our growing Customer Support team

The role:

As a key member of the Services team and reporting to the Manager of Customer Support, this role provides advanced L2 technical support for customers utilizing the Alliants Experience Platform (AXP) product suite. Responsibilities include diagnosing and resolving complex issues through detailed code review and system diagnostics as well as owning and managing tickets escalated from the L1 team to ensure timely and effective resolution. The role serves as a vital liaison between Support, Product, and Engineering teams fostering collaboration to drive seamless solutions. Additionally, you will contribute to the continuous improvement of the platform by identifying opportunities for enhancement and implementing changes that meet evolving customer needs and ensure consistent performance while striving for excellence.

Technical Support and Troubleshooting
  • Develop a comprehensive understanding of the AXP platform's architecture, APIs, integrations, and deployment environments.
  • Conduct in-depth troubleshooting of complex technical issues including log analysis, code review, and performance diagnostics.
  • Debug and resolve product issues at both the application and infrastructure levels using appropriate tools and techniques.
  • Perform root cause analyses, identify underlying problems, and recommend effective solutions or code fixes.
  • Demonstrate a clear understanding of priority levels (P1, P2, P3, etc.) to effectively manage and resolve issues based on urgency and impact.
  • Collaborate with product and engineering teams to drive long-term resolutions for high-impact or recurring issues.
  • Execute ad-hoc configuration tasks, front-end changes, and connecting integrations for clients.
System Analysis and Optimization
  • Monitor system performance to detect trends or anomalies that may affect stability, scalability, or functionality for proactive customer support.
  • Investigate and resolve integration issues with third-party systems and APIs.
  • Propose workflow improvements based on recurring issues and feedback from customers or partners.
Information Gathering and Communication
  • Collect and analyze detailed technical data to diagnose and address issues effectively.
  • Communicate findings and solutions clearly to both technical and non-technical stakeholders.
  • Document root cause analyses and actionable recommendations in comprehensive reports.
Knowledge Management
  • Build and maintain an internal knowledge base of troubleshooting guides, diagnostic tools, and best practices.
  • Share expertise with team members to foster continuous learning and collaboration.
  • Stay updated on product developments, feature updates, and emerging technologies relevant to the platform.
Process and Incident Management
  • Own and resolve escalated issues from the L1 team ensuring adherence to SLA commitments.
  • Identify patterns in support requests to proactively address recurring issues and enhance reliability.
  • Create and maintain detailed Jira tickets for development intervention including clear reproduction steps, logs, and proposed fixes.
  • Develop and update messaging templates for new customer setups including WhatsApp and SendGrid email templates.
Collaboration and Technical Advocacy
  • Act as a technical advocate in discussions with engineering teams to resolve issues and drive product improvements.
  • Participate in technical review sessions to refine troubleshooting methodologies and practices.
  • Lead training sessions for L2 team members to enhance skills and promote best practices.
  • Support the L1 team by addressing knowledge gaps to ensure accurate and effective escalations.
  • Join ad-hoc customer or partner calls as needed, providing expert technical support for swift issue resolution.

Important to have:

  • Demonstrated experience troubleshooting SaaS applications including integrations and configuration issues.
  • Strong knowledge of APIs (REST/SOAP) and tools for testing API calls (e.g., Postman).
  • Understanding of Webhooks and their integration into applications.
  • Advanced system diagnostics in Linux environments (command-line proficiency).
  • Proficiency in database management and query writing (PostgreSQL, MySQL, SQL Server).
  • Familiarity with programming languages and comfortable reading code and running scripts (e.g., Python, JavaScript).
  • Understanding of web technologies (e.g., HTML, CSS, JavaScript) for debugging front-end issues.
  • Proficiency in cloud-based technologies (e.g., AWS, Azure, or Google Cloud).
  • Proficiency in monitoring and logging tools (e.g., Splunk, Datadog, Cloudwatch).
  • Familiarity with debugging tools (e.g., Rollbar).

Nice to have:

  • Experience in the hospitality industry with knowledge of Property Management Systems (e.g., Oracle, Shiji).
  • Proficiency with mobile-specific integrations (e.g., Twilio) and messaging platforms (e.g., Smooch) for seamless customer communication.
  • Understanding of Agile methodologies including principles and frameworks like Scrum and Kanban.
  • Proven ability to review and debug application code in addition to writing scripts (e.g., Python, JavaScript).
  • Experience with Git version control systems and CI/CD pipelines for debugging and troubleshooting in collaborative development environments.

What's in it for you:

We know we all work better in an autonomous, collaborative, diverse, and equitable space. To support you in becoming the best version of yourself, we offer you:

  • A competitive salary
  • Up to 10% annual bonus
  • Remote & flexible working
  • 25 days holiday + public holidays
  • Monthly takeaway allowance
  • £1500 training and development budget each year
  • To celebrate you joining the team, we will plant a Great Oak tree

Alliants celebrate diversity and are committed to creating an inclusive environment for all employees.

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