Software Support Engineer

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.

• 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.

• 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).

• Solid scripting or programming skills in any of the following: Python, JavaScript, PowerShell, VBScript, PerlScript, C#, TSQL, XML (advantageous).

• 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.

• 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.

Originally posted on Himalayas