Senior Support Engineer

Tanqeeb; Abu Dhabi; On-site; AED 335,000 - 603,000; Full time

Job summary

Tanqeeb is seeking a Senior Support Engineer in Abu Dhabi to serve as the escalation point for production issues across web, mobile, and backend systems. You will diagnose rapidly, communicate clearly during incidents, and drive root-cause analysis.

You will monitor system health, maintain runbooks and troubleshooting docs, and mentor junior staff while coordinating with engineering and DevOps during major incidents. This role requires strong English communication and on-call readiness.

Qualifications

• 7-10+ years of technical support or application support engineering experience.
• Strong troubleshooting skills across application, database, and infrastructure layers.
• Experience with logging/monitoring tools (e.g. Grafana, ELK, Datadog).
• Working knowledge of SQL and scripting for diagnostics.
• Strong ownership mindset and ability to work under pressure during incidents.
• Good written and verbal communication skills in English.

Responsibilities

• Triage, investigate, and resolve escalated production incidents across web, mobile, and backend systems.
• Monitor system health and proactively identify potential issues before they impact users.
• Maintain and continuously improve runbooks, knowledge base, and troubleshooting documentation.
• Coordinate with Engineering and DevOps teams during major incidents and outages.
• Provide root-cause analysis and detailed post-incident reports.
• Mentor and upskill junior support staff, improving overall support processes and response times.
• Manage and prioritize incoming support tickets according to severity and SLA commitments.
• Communicate incident status and resolutions clearly to internal and external stakeholders.
• Contribute to automation of routine diagnostic and remediation tasks.
• Participate in on‑call rotation for critical production support.

Skills

7-10+ years exp

Troubleshooting

Logging/Monitoring tools

SQL & scripting

Ownership mindset

English communication

Tools

Grafana

ELK

Datadog

AWS

Azure

GCP

Job description

JOB SUMMARY

We are looking for a Senior Support Engineer to serve as the escalation point for production issues, ensuring rapid diagnosis, resolution, and clear communication during critical incidents across the platform.

KEY RESPONSIBILITIES

• Triage, investigate, and resolve escalated production incidents across web, mobile, and backend systems
• Monitor system health and proactively identify potential issues before they impact users
• Maintain and continuously improve runbooks, knowledge base, and troubleshooting documentation
• Coordinate with Engineering and DevOps teams during major incidents and outages
• Provide root-cause analysis and detailed post-incident reports
• Mentor and upskill junior support staff, improving overall support processes and response times
• Manage and prioritize incoming support tickets according to severity and SLA commitments
• Communicate incident status and resolutions clearly to internal and external stakeholders
• Contribute to automation of routine diagnostic and remediation tasks
• Participate in on‑call rotation for critical production support

REQUIRED QUALIFICATIONS & SKILLS

• 7 -10 + years of technical support or application support engineering experience
• Strong troubleshooting skills across application, database, and infrastructure layers
• Experience with logging/monitoring tools (e.g. Grafana, ELK, Datadog)
• Working knowledge of SQL and scripting for diagnostics
• Strong ownership mindset and ability to work under pressure during incidents
• Good written and verbal communication skills in English

PREFERRED QUALIFICATIONS

• Experience with cloud infrastructure (AWS, Azure, or GCP)
• Familiarity with incident management frameworks (ITIL)
• Exposure to scripting/automation (Python, Bash) for support tooling
• Experience leading or coordinating major incident response
• Software Engineering Degree and exp in Data Analytics