Support Engineer

Zeour Ltd; United States; A distancia; USD 70.000 - 100.000; Jornada completa

Descripción de la vacante

Zeour Ltd in the United States is seeking a frontline technical support engineer for production deployments of GLARUS, MediCare, GRAVIA and Smart Parking. You triage and resolve incidents against the SLA, escalate engineering issues with reproducible bug reports, and ship configuration changes for live customer sites.

You work directly with the engineers who built the systems—no Tier-1 to Tier-3 chain—and write runbook updates to prevent the next ticket.

Formación

• 2+ years of production-support experience for a SaaS or on-premise platform.
• Comfortable reading PHP / TypeScript / Python stack traces and producing minimal reproductions.
• Strong on Linux, SSH, Caddy / Nginx, MySQL, Redis — enough to triage on a customer's server.
• Can run a calm incident bridge with a non-technical operator on the other end.
• Bonus: Arabic / English bilingual, prior experience with on-premises customer deployments.

Responsabilidades

• Provide frontline technical support for production deployments and triage incidents.
• Resolve incidents against the SLA and escalate engineering issues with reproducible bug reports.
• Ship configuration changes for live customer sites and update runbooks.
• Collaborate directly with engineers who built the systems to prevent future tickets.

Conocimientos

Production support

SaaS/On-premise support

Reading stack traces

Linux

Incident management

Runbooks

Communication with engineers

Stack traces in PHP/TypeScript/Python

Herramientas

PHP

TypeScript

Python

MySQL

Redis

Nginx

SSH

Descripción del empleo

Front-line technical support for production deployments of GLARUS, MediCare, GRAVIA, and Smart Parking. Triage and resolve incidents against the SLA, elevate engineering issues with reproducible bug reports, ship configuration changes for live customer sites, and write the runbook updates that prevent the next ticket. You work directly with the engineers who built the systems — no Tier-1 Tier-2 Tier-3 chain.

Requirements

• 2+ years of production-support experience for a SaaS or on-premise platform
• Comfortable reading PHP / TypeScript / Python stack traces and producing minimal reproductions
• Strong on Linux, SSH, Caddy / Nginx, MySQL, Redis — enough to triage on a customer's server
• Can run a calm incident bridge with a non-technical operator on the other end
• Bonus: Arabic / English bilingual, prior experience with on-premises customer deployments