Technical Support Engineer II
Breadfast
IT, Customer Service
Cairo, Cairo Governorate, Egypt
Posted on Jun 3, 2025
Role Objectives
As a Technical Support Engineer II, I diagnose and troubleshoot technical issues, ensuring adherence to SLAs. I collaborate with engineering teams to escalate and resolve production problems, communicate with various stakeholders, and conduct daily health checks and monitoring. Additionally, I provide guidance to team members, prepare detailed incident reports for management, and analyze recurring issues and trends for proactive resolution.
Roles & Responsibilities:
- ● Diagnose and troubleshoot technical issues, serving as the first line of support to ensure swift resolution.
- ● Handle support tickets received through various channels, ensuring resolution within the agreed ServiceLevel Agreements (SLAs).
- ● Communicate with the engineering team to escalate production problems, discuss solutions, and sharetechnical logs for thorough issue resolution.
- ● Liaise with various stakeholders, including commercial, operations, and engineering teams, to addressand resolve technical issues efficiently.
- ● Conduct daily health checks and system monitoring to proactively identify potential issues.
- ● Provide support and guidance to team members in their daily tasks, fostering a collaborative workenvironment.
- ● Prepare detailed reports for global incidents and share insights with the management team for informeddecision-making.
- ● Analyze recurring issues and abnormal trends to develop and implement effective long-term solutions.
REQUIRED EDUCATION, KNOWLEDGE, AND SKILLS
- ● Bachelor degree in Information Systems, Computer Science, or related field.
- ● 1-2 years of experience as a support engineer.
- ● Familiar with database, scripting, APIs & basic programming concepts.
- ● Excellent presentation and communication skills.
- ● Excellent analytical and problem-solving skills
- ● Highly organized with strict adherence to deadlines.
- ● Familiar with Agile concepts will be a plus
- ● Experience in Odoo is a plus.
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