Software Support Engineer

Swan Global; Doha; On-site; QAR 80,000 - 160,000; Full time

Job summary

Swan Global seeks a dedicated Software Support Engineer in Doha to provide Level 1–2 support for software applications. You will diagnose performance, configuration, and integration issues while communicating effectively with end users and escalating complex problems when needed.

The role emphasizes hands-on Linux troubleshooting, distributed systems experience (Kafka/Hadoop/Cassandra), and familiarity with cloud platforms. Strong customer focus and teamwork are essential for success.

Qualifications

• Bachelor's degree in IT, Computer Science, or related field.
• Minimum 5 years of experience in software support or similar technical role.
• Fluency in Arabic and French is highly preferred.
• Hands-on experience troubleshooting applications on Linux environments.
• Strong customer-focused mindset with ability to provide effective support.
• Experience with distributed systems (e.g., Kafka, Hadoop, Cassandra) and Java-based applications.
• Experience with cloud platforms (Azure, AWS, Google Cloud).
• Background in cybersecurity troubleshooting is a plus.
• Excellent communication and interpersonal skills.

Responsibilities

• Provide Level 1 and Level 2 support for software applications.
• Diagnose and resolve software performance, configuration, and integration issues.
• Interact with end-users to understand challenges and deliver timely solutions.
• Document incidents, issues, and resolutions following company standards.
• Escalate complex technical issues to relevant internal teams when necessary.
• Support software upgrades, patches, and system testing activities.
• Conduct end-user training and assist with software-related inquiries.
• Ensure adherence to company IT policies, procedures, and security standards.
• Contribute to process improvements and development within the team.

Skills

Troubleshooting

Customer support

Distributed systems

Java

Analytical thinking

Communication

Team collaboration

Education

Bachelor's degree in IT/Computer Science

Tools

Linux

Kafka

Hadoop

Cassandra

Java-based apps

Cloud platforms (Azure/AWS/GC)

Job description

We are looking for a dedicated and highly skilled Software Support Engineer to join our team. The ideal candidate will be responsible for providing technical support, troubleshooting software-related issues, and ensuring smooth functioning of business applications. This role requires strong analytical skills, hands-on experience with distributed systems, and the ability to support customers effectively.

Key Responsibilities

Provide Level 1 and Level 2 support for software applications.

Diagnose and resolve software performance, configuration, and integration issues.

Interact with end-users to understand challenges and deliver timely solutions.

Document incidents, issues, and resolutions following company standards.

Escalate complex technical issues to relevant internal teams when necessary.

Support software upgrades, patches, and system testing activities.

Conduct end-user training and assist with software-related inquiries.

Ensure adherence to company IT policies, procedures, and security standards.

Contribute to process improvements and support operational development within the team.

Qualifications & Requirements

Bachelors degree in IT, Computer Science, or a related field.

Minimum 5 years of experience in software support or similar technical roles.

Fluency in Arabic and French is highly preferred.

Hands-on experience troubleshooting applications on Linux environments (e.g., resource issues, network bottlenecks).

Strong customer-focused mindset with the ability to provide effective support through direct interaction.

Operational knowledge of at least one distributed system (e.g., Kafka, Hadoop, Cassandra) and Java-based applications (e.g., jstack, jmap).

Experience working with cloud platforms (Azure, AWS, Google Cloud) preferred.

Background in cybersecurity troubleshooting is an added advantage.

Strong analytical thinking, structured problem-solving, and attention to detail.

Excellent communication, customer service, and interpersonal skills.

Ability to work both independently and collaboratively within a team.

Key Skills

Strong troubleshooting and analytical abilities.

Effective communication and stakeholder management.

Knowledge of software deployment, upgrades, and maintenance.

Customer-oriented with a proactive approach to issue resolution.

Ability to multi-task and adapt to dynamic work environments.