Technical Support Engineer

7 days ago

Dubai, Dubai, United Arab Emirates Alliants Full time

Were Hiring a TechnicalSupport Engineer (L2

Location: Remote(Dubai)

Salary: DOE

AtAlliants were on a mission totransform every customer engagement into something exceptional. Webelieve in working smart together to push the boundaries of companyculture and create futureproof customerexperiences.

Are you passionate about creatingmeaningful customer experiences and helping organisations deliveron their brand promises
Join us as aTechnicalSupport Engineer (L2 inour growing Customer Support team

Therole:

As a key member of theServices team and reporting to the Manager of Customer Support thisrole provides advanced L2 technical support for customers utilizingthe Alliants Experience Platform (AXP) product suite.Responsibilities include diagnosing and resolving complex issuesthrough detailed code review and system diagnostics as well asowning and managing tickets escalated from the L1 team to ensuretimely and effective resolution. The role serves as a vital liaisonbetween Support Product and Engineering teams fosteringcollaboration to drive seamless solutions. Additionally you willcontribute to the continuous improvement of the platform byidentifying opportunities for enhancement and implementing changesthat meet evolving customer needs and ensure consistent performancewhile striving forexcellence.

TechnicalSupport andTroubleshooting

  • Develop acomprehensive understanding of the AXP platforms architecture APIsintegrations and deploymentenvironments.

  • Conductindepth troubleshooting of complex technical issues including loganalysis code review and performancediagnostics.

  • Debug andresolve product issues at both the application and infrastructurelevels using appropriate tools andtechniques.

  • Perform rootcause analyses identify underlying problems and recommend effectivesolutions or codefixes.

  • Demonstrating a clearunderstanding of priority levels (P1 P2 P3 etc. to effectivelymanage and resolve issues based on urgency andimpact.

  • Collaborate withproduct and engineering teams to drive longterm resolutions forhighimpact or recurringissues.

  • Executing adhocconfiguration tasks front end changes and connecting integrationsfor clients.

SystemAnalysis andOptimization

  • Monitor systemperformance to detect trends or anomalies that may affect stabilityscalability or functionality for proactive customersupport.

  • Investigate andresolve integration issues with thirdparty systems andAPIs.

  • Propose workflowimprovements based on recurring issues and feedback from customersor partners.

InformationGathering andCommunication

  • Collect andanalyze detailed technical data to diagnose and address issueseffectively.

  • Communicatefindings and solutions clearly to both technical and nontechnicalstakeholders.

  • Document rootcause analyses and actionable recommendations in comprehensivereports.

KnowledgeManagement

  • Build andmaintain an internal knowledge base of troubleshooting guidesdiagnostic tools and bestpractices.

  • Share expertisewith team members to foster continuous learning andcollaboration.

  • Stay updatedon product developments feature updates and emerging technologiesrelevant to theplatform.

Process andIncident Management

  • Own andresolve escalated issues from the L1 team ensuring adherence to SLAcommitments.

  • Identifypatterns in support requests to proactively address recurringissues and enhancereliability.

  • Create andmaintain detailed Jira tickets for development interventionincluding clear reproduction steps logs and proposedfixes.

  • Develop and updatemessaging templates for new customer setups including WhatsApp andSendGrid emailtemplates.

Collaborationand Technical Advocacy

  • Actas a technical advocate in discussions with engineering teams toresolve issues and drive productimprovements.

  • Participate intechnical review sessions to refine troubleshooting methodologiesand practices.

  • Lead trainingsessions for L2 team members to enhance skills and promote bestpractices.

  • Support the L1team by addressing knowledge gaps to ensure accurate and effectiveescalations.

  • Join ad hoccustomer or partner calls as needed providing expert technicalsupport for swift issueresolution.

Importanttohave:

  • Demonstratedexperience troubleshooting SaaS applications including integrationsand configurationissues.

  • Strong knowledge ofAPIs (REST/SOAP) and tools for testing API calls (e.g.Postman).

  • Understanding ofWebhooks and their integration intoapplications.

  • Advancedsystem diagnostics in Linux environments (commandlineproficiency).

  • Proficiency indatabase management and query writing (PostgreSQL MySQL SQLServer).

  • Familiarity withprogramming languages and comfortable reading code and runningscripts (e.g PythonJavaScript).

  • Understandingof web technologies (e.g. HTML CSS JavaScript) for debuggingfrontend issues.

  • Proficiencyin cloudbased technologies (e.g. AWS Azure or GoogleCloud).

  • Proficiency inmonitoring and logging tools (e.g. Splunk DatadogCloudwatch).

  • Familiaritywith debugging tools (e.g.Rollbar)

Nicetohave:

  • Experiencein the hospitality industry with knowledge of Property ManagementSystems (e.g. OracleShiji).

  • Proficiency withmobilespecific integrations (e.g. Twilio) and messaging platforms(e.g. Smooch) for seamless customercommunication.

  • Understandingof Agile methodologies including principles and frameworks likeScrum and Kanban.

  • Provenability to review and debug application code in addition to writingscripts (e.g. PythonJavaScript).

  • Experience withGit version control systems and CI/CD pipelines for debugging andtroubleshooting in collaborative developmentenvironments.

Whatsin it for you

We know weall work better in an autonomous collaborative diverse andequitable space. To support you in becoming the best version ofyourself we offer you:

A competitivesalary

Up to 10 annual bonus

Remote & flexible working

25 daysholiday public holidays

Monthlytakeaway allowance

1500 training anddevelopment budget each year

To celebrate youjoining the team we will plant a Great Oaktree

Alliants celebratediversity and are committed to creating an inclusive environmentfor all employees.

Key Skills
Database,Jira,Linux,Bank,Java
Employment Type: Full Time
Experience: years
Vacancy: 1

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