Support Developer

Alef Education; Abu Dhabi; Hybrid; AED 180,000 - 280,000; Full time

Benefits offered by this job

Annual performance bonus

Life insurance

Enhanced leave policy

Hybrid work model

Remote working days (40 per year)

Job summary

Alef Education is seeking a Support Developer (Level 3) to manage platform incidents and requests, coordinating with agile teams. You will communicate releases, downtimes and new features while implementing automation for support services and tools.

The role requires strong web and API development skills, ability to explain technical concepts to non-technical stakeholders, and fluency in English and Arabic. Hybrid work model with flexible office arrangement in Abu Dhabi.

Qualifications

• Bachelor's degree in CS/Software Eng preferred.
• Minimum 2 years of relevant experience.
• Experience in incident, problem and request management.
• Ability to explain technical concepts to non-technical audiences.
• Experience collaborating with internal and external teams.
• Fluency in English and Arabic.

Responsibilities

• Plan on-call and support rotations.
• Handle level 3 incidents in the application platform.
• Conduct functional testing after each release.
• Monitor application status and triage incidents.
• Coordinate between software engineers until resolution.
• Suggest improvements for application support.
• Communicate platform incidents, outages and releases.
• Configure monitoring/tools and incident notifications.
• Implement and maintain automation for support services.
• Implement new features in Alef Eye as required.
• Send release notices for planned releases.
• Generate ticket reporting.

Skills

Incident management

Communication

Collaboration

Agility

Ownership

Automation

Web & API development

Education

Bachelor's degree in Computer Science or Software Engineering

Tools

OpsGenie

PagerDuty

xMatters

Jira

Job description

• Posted 88 Days Ago
• Office - Flexible

Who we are

Alef Education began with a bold idea: that every learner deserves a personalised and meaningful education experience. What started in 2016 as a small pilot programme in Abu Dhabi has evolved into one of the world’s most dynamic EdTech companies—reshaping how millions of students engage with learning across the globe.

Today, Alef is proudly headquartered in the UAE, working hand-in-hand with ministries of education, schools, and teachers to bring smart, data-powered platforms into classrooms in over 14,000 schools.

Supporting over 1.1 million students and 50,000 teachers across the UAE, Indonesia & Morocco our AI-driven platforms generate 16+ million data points every day, helping drive smarter learning decisions. Whether it’s improving national exam results, boosting classroom engagement, or supporting educators with world-class tools, Alef is committed to impact at scale.

In 2024, Alef made history as the first EdTech company to list on the Abu Dhabi Securities Exchange (ADX), cementing our role as a regional innovator with global reach.

About The Role

As a Support Developer you will be handling Alef platform related incidents and requests as a level 3 line of support. You will be assigning/ coordinating these incidents/bugs to relevant technical agile teams. You will act as the “vital link” between operations and development by communicating platform releases, new features and planned downtimes.You should also have strong skills in web & API development to implement automation solutions for support services and tools. Alef is an Agile house, therefore, you should look beyond following processes and “doing things right”, rather, you should be pragmatic and continuously look for areas of improvement whether in our operating model or our platform itself.

Key Responsibilities:

• Planning on call/ on support rotations.
• Handle level 3 incidents in the application platform incidents.
• Conduct functional test after each release.
• Monitor application status.
• Triaging incidents and assigning it the right priority and context details.
• Delegating and coordinating between the different software engineers until the reported incident is resolved.
• Suggest and provide solutions around areas to improve within the application support.
• Communicating platform incidents, outages, releases with the appropriate stakeholders.
• Setting up and configuring, monitoring tools, configuring thresholds, integrating incident notification tools.
• Implement and maintain automation solutions for support services and tools.
• Implement new features in Alef Eye according to requirement.
• Sending release notices for planned releases.
• Generate ticket reporting.

To Be The Right Fit, You'll Need

• Bachelor's degree in Computer Science, Software Engineering or related preferred.
• Minimum 2 years of relevant experience.
• Incident management, problem management and request management experience.
• An ability to communicate technical concepts to a non-technical audience.
• Experience in collaborating with internal and external teams/depts.
• High level of agility and proactivity.
• Ability to work under high pressure and maintain high level of availability.
• Self Driven and Customer centric.
• Strong focus on ownership of issues and commitment to resolving them.
• Ability to quickly research and learn new programming tools and techniques.
• Solving complex problems and analyzing root cause.
• Familiarity incident management tools (OpsGenie, PagerDuty, xMatters etc.)
• Familiarity with software management tools (as Jira)
• Fluency in English and Arabic

What we offer

We believe our people are our greatest advantage. We value curiosity, purpose, and the drive to make a real difference. When you join Alef, you join a mission — and a team that’s just as passionate about transforming education as you are. Here’s a glimpse of what we offer:

• Annual performance bonus
• Life insurance
• Enhanced leave policy
• A hybrid work model and up to 40 remote working days per year to work from anywhere (with flexibility built in)

At Alef, we don’t just imagine a better future for education.