Technical Support Engineer

Role overview Provide first- and second-line technical support for products after launch, helping clients and internal teams diagnose problems and restore service. The role combines hands-on investigation with clear communication, careful escalation, and follow-through that can improve product reliability.

Responsibilities - Triage support requests, assess severity and impact, and investigate issues across web applications and APIs. - Reproduce problems and collect useful diagnostic details, including information from logs. - Coordinate with engineering to escalate defects and track them through resolution. - Keep known-issue documentation and runbooks up to date. - Communicate status clearly and calmly to clients and internal stakeholders. - Verify releases with awareness of rollback needs, handle access and configuration questions carefully, and suggest improvements based on recurring issues.

Requirements - Strong troubleshooting skills across web applications and APIs, and comfort reading logs and technical documentation. - Clear, composed communication, including with frustrated users. - Basic understanding of databases, HTTP, and cloud environments. - Ability to prioritize by severity and impact. - Consistent documentation and follow-up, with ownership of unresolved issues. - Willingness to learn product domains and protect client confidentiality and production safety.

Nice to have Experience with helpdesk tools, SaaS support, SQL, browser debugging, or support rotations.

Benefits and work setup Part-time, fully remote work from Egypt, with flexible hours and collaboration overlap. Cairo office access is available when needed. Listed benefits include paid annual and sick leave, performance bonuses, annual salary reviews, learning support, courses and certifications, conference opportunities, equipment and internet support, medical insurance, mentorship, and career development.