Technical Support Engineer

Lever, Inc.; United Arab Emirates; Remote; AED 120,000 - 180,000; Full time

Benefits offered by this job

Remote-first

Competitive salary

Flexible hours

Professional development

AI tools access

Global team culture

Job summary

Lever, Inc. is seeking a Technical Support Engineer based in United Arab Emirates to maintain a cloud-commerce platform for large service providers, distributors, and MSPs.

You will own customer-impacting incidents from initial investigation through resolution and collaborate with developers, product teams, and account managers to resolve issues. As part of a remote-first and AI-first organization, you will leverage modern AI tools to improve troubleshooting, automation, and documentation while

Qualifications

• 3+ years of experience in technical or support engineering.
• Strong Linux system administration experience (CentOS/RHEL).
• Practical networking knowledge (TCP/IP, routing, subnetting).
• Experience with relational databases and SQL; PostgreSQL/MySQL/Oracle preferred.
• Experience with APIs and integrations (REST, SOAP, JSON, XML).
• Strong written and verbal English communication skills.

Responsibilities

• Own technical support tickets end-to-end, investigating incidents and delivering solutions.
• Provide guidance on product functionality, configurations, and best practices.
• Diagnose issues using Linux, logs, networking, databases, and APIs.
• Communicate updates per SLAs and quality standards.
• Collaborate with developers, product teams, and account managers.
• Maintain accurate ticket records and document resolutions.
• Create/update technical notes and knowledge-base articles.
• Stay current with the platform and emerging tools through training.
• Contribute to projects to improve support efficiency and customer satisfaction.
• Explore AI tools to improve troubleshooting and automation.

Skills

Linux administration

Networking

SQL/Databases

APIs

English communication

Remote work

Cloud technologies

Troubleshooting

Education

Bachelor's degree in CS/Engineering

Tools

PostgreSQL

MySQL

Oracle

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Engineer based in United Arab Emirates.

This is a customer-facing technical support role focused on maintaining the reliability and usability of a cloud-commerce platform serving large service providers, distributors, and managed service providers. You will own customer-impacting incidents from initial investigation through resolution, while keeping customers informed throughout the process. The role combines Linux administration, networking, databases, APIs, troubleshooting, and cloud technologies in a technically diverse environment. You will work closely with developers, product teams, and account managers to resolve complex issues and identify root causes. As part of a remote-first and AI-first organization, you will have opportunities to use modern AI tools to improve troubleshooting, automation, and documentation. The role offers meaningful ownership, continuous learning, and the chance to directly improve customer experience at scale.

Accountabilities

• Own technical support tickets end-to-end, investigating customer-reported incidents, troubleshooting issues, identifying root causes, and delivering effective solutions.
• Provide clear guidance on product functionality, configuration, best practices, and technical processes.
• Diagnose complex issues using Linux administration, system logs, monitoring tools, networking concepts, databases, APIs, and other troubleshooting techniques.
• Manage customer communication and provide timely, accurate updates in accordance with service-level agreements and quality standards.
• Collaborate with developers, product teams, account managers, and other technical stakeholders to resolve issues efficiently and accelerate appropriately when required.
• Maintain accurate ticket records, documenting investigation steps, resolutions, and relevant technical information.
• Create and improve technical notes, knowledge-base articles, and troubleshooting documentation to strengthen team knowledge and reduce recurring issues.
• Stay current with the platform, related technologies, support processes, and emerging tools through training and self-directed learning.
• Contribute to operational projects and additional initiatives that improve support effectiveness, customer satisfaction, and team efficiency.
• Explore and apply AI tools where they can improve productivity, automate repetitive work, accelerate troubleshooting, or enhance technical documentation.

Requirements

• Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, with 3+ years of experience in technical or support engineering.
• Strong hands-on experience with Linux system administration, particularly CentOS or RHEL environments.
• Practical networking knowledge, including TCP/IP, IP addressing and subnetting, routing, network configuration, and troubleshooting.
• Experience with relational databases such as PostgreSQL, MySQL, or Oracle, including strong SQL skills for query composition and analysis.
• Ability to interpret system logs and use monitoring and troubleshooting tools to identify and diagnose application or infrastructure issues.
• Familiarity with APIs and integrations, including REST, SOAP, JSON, XML, and XML-RPC, as well as authentication standards such as OAuth and SAML.
• Experience working in web hosting or similar infrastructure environments.
• Strong written and verbal English communication skills, with the ability to explain technical issues clearly to customers and collaborate effectively with distributed teams.
• Strong analytical, problem-solving, prioritization, and incident-management skills, with the ability to work independently in a remote environment.
• Experience with Java, Python, or C++ is a plus.
• Kubernetes experience is an additional advantage.
• A customer-focused mindset and willingness to continuously learn new technologies and improve established support practices.

Benefits

• Remote-first work environment with globally distributed teams.
• Competitive compensation benchmarked against the markets where employees are hired.
• Flexible working arrangements within the core hours required by the team.
• Meaningful ownership of technical work and opportunities to grow into broader responsibilities.
• Professional development and continuous learning opportunities.
• Access to AI tools and encouragement to experiment with practical AI-driven approaches to everyday work.
• Inclusive, collaborative culture built around trust, respect, customer impact, and skills-based career growth.
• Support and reasonable accommodations throughout the hiring and employment process where required.
• Full-time employment with opportunities to contribute to a growing global technology organization.