Level 3 Support Engineer

InnovationTeam; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading company in the Riyadh region seeks a skilled Level 3 Support Engineer to provide expert technical support for their operational systems. The role involves troubleshooting complex issues, collaborating with development teams, and optimizing system performance. The ideal candidate will have a strong technical background, excellent communication skills, and a bachelor's degree in a relevant field. This is an opportunity to join a dynamic team and contribute to system enhancements.

Qualifications

• Minimum of 3 years of experience in technical support.
• Proficiency in system administration and software troubleshooting.

Responsibilities

• Resolve complex technical issues and ensure prompt resolution.
• Collaborate with developers to identify root causes and implement fixes.

Skills

Troubleshooting

Analytical Skills

Communication

Education

Bachelor's degree in Computer Science

Tools

Graylog

Elastic Search

Microsoft SQL Server

Job description

We are seeking an experienced and highly skilled Level 3 Support Engineer to join our team, focusing on supporting and troubleshooting our operational system.

As a Level 3 Support Engineer, you will be responsible for providing expert-level technical support, diagnosing and resolving complex issues, and collaborating closely with development teams to improve and enhance the system.

Key Responsibilities

1. Resolve complex technical issues through structured troubleshooting to address system errors, integration problems, and performance issues.
2. Take ownership of escalated issues from Level 1 and 2 support teams to ensure prompt resolution.
3. Collaborate with developers and engineers to identify root causes and implement system fixes and enhancements.
4. Perform advanced configurations and updates to optimize system performance.
5. Conduct in-depth analysis to identify root causes of recurring issues and develop long-term solutions.
6. Provide high-level support and guidance to business and operational teams to resolve issues effectively.
7. Create and maintain detailed technical documentation on system configurations, integrations, and troubleshooting procedures.

Desired Candidate Profile

Requirements

• Minimum of 3 years of experience in technical support, preferably in enterprise systems or loyalty platforms.
• Proficiency in system administration, troubleshooting software applications, and working with APIs and databases.
• Strong analytical skills for diagnosing complex technical issues.
• Experience with monitoring tools like Graylog and Elastic Search for log analysis.
• Ability to analyze system logs and configuration files in XML and JSON formats.
• Moderate knowledge of Microsoft SQL Server, with ability to debug SQL queries.
• Understanding of application structures built with C# .NET Core/.NET Framework and React.js.
• Excellent written and verbal communication skills for effective interaction with business, operations, and development teams.
• Basic knowledge of loyalty programs, rewards, redemption processes, and promotions management is desirable.
• Bachelor's degree in Computer Science, Information Technology, or a related field.

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