Level 3 Support Engineer-(Sr Developer.Net )enterprise systems-loyalty platform

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

Job summary

A leading tech company in Saudi Arabia is seeking an experienced Level 3 Support Engineer. The role involves providing expert-level technical support and troubleshooting for complex system issues. Candidates must have at least 3 years in technical support with strong analytical and communication skills. A Bachelor’s degree in Computer Science or related field is required, along with proficiency in system administration and software troubleshooting.

Qualifications

• Minimum of 3 years in technical support, preferably in enterprise systems.
• Proficient in troubleshooting software applications and working with APIs and databases.
• Good understanding of loyalty programs, rewards, and promotions management.

Responsibilities

• Resolve complex technical issues by applying structured troubleshooting methods.
• Collaborate with developers to identify root causes and implement fixes.
• Create and maintain comprehensive technical documentation.

Skills

Technical support experience

System administration

Troubleshooting software applications

Strong analytical skills

Log analysis tools (Graylog, Elastic Search)

SQL Server database knowledge

C#, .NET Core/.NET Framework, React.js knowledge

Communication skills

Education

Bachelor’s degree in Computer Science, IT, or related field

Job description

Overview

We are seeking an experienced and highly skilled Level 3 Support Engineer to join our team, focusing on supporting and troubleshooting our up-and-running system. As a Level 3 Support Engineer, you will be responsible for providing expert-level technical support, diagnosing and fixing intricate issues, and working closely with development teams to improve and enhance the system.

Key Responsibilities

• Resolve complex technical issues by applying structured troubleshooting methods to remediate system errors, integration problems, and performance issues.
• Take ownership of escalated issues from Level 1 and 2 support teams and ensure prompt resolution.
• Collaborate with developers and engineers to identify root causes and implement system fixes and enhancements.
• Perform advanced configurations and updates to ensure optimal performance of the system.
• Conduct deep analysis to identify the underlying causes of recurring issues and provide long-term solutions.
• Provide high-level support to business and operation teams, offering clear solutions and guidance to resolve issues.
• Create and maintain comprehensive technical documentation on system configurations, integrations, and detailed troubleshooting guidelines to efficiently resolve issues.

Qualifications

• Minimum of 3 years in technical support, with preferable experience in enterprise systems or loyalty platforms.
• Proficient in system administration, troubleshooting software applications, and working with APIs and databases.
• Strong analytical skills for diagnosing and resolving complex technical issues.
• Capable of utilizing monitoring tools like Graylog, Elastic Search, for log analysis to identify potential issues and trends.
• Experienced in analyzing system logs and configuration files with XML and JSON formats.
• Medium knowledge in Microsoft SQL Server database, and able to debug SQL queries.
• Good understanding of the structure of applications built with C#, .NET Core/.NET Framework and React.js.
• Excellent written and verbal communication skills to interact effectively with business, operations, and developers.
• Basic knowledge of loyalty programs, rewards and redemption processes, and promotions management is desirable.
• Bachelor’s degree in Computer Science, Information Technology, or related field.