Level 2 Support Engineer

About Sitech Sitech is a global digital technology partner committed to delivering exceptional products, services, and user experiences. We help enterprises and startups around the world turn ideas into scalable and innovative digital solutions. With talent hubs in Jordan, Egypt, and beyond, our teams drive transformation through design thinking, modern development practices, and client-focused execution.

Job Summary We are looking for a Level 2 Support Engineer to join our growing support team. You will be responsible for resolving technical issues escalated by the Level 1 support team, conducting in-depth troubleshooting, and collaborating with cross-functional teams to ensure effective issue resolution and customer satisfaction. This role demands strong analytical thinking, excellent communication skills, and hands-on experience with modern support and monitoring tools.

Key Responsibilities

• Troubleshoot and resolve advanced application or system issues escalated from L1 support.
• Reproduce issues in test/staging environments.
• Analyze error messages, logs, performance data, and system behavior.
• Escalate bugs or unresolved issues to L3/development with complete diagnostic information.
• Interact with end-users or clients for clarification and resolution updates.
• Provide workarounds or temporary fixes until permanent solutions are delivered.
• Ensure timely responses within SLA commitments.
• Conduct RCA for recurring or critical incidents.
• Work with development teams to suggest preventive measures and long-term solutions.
• Maintain and improve internal documentation, runbooks, FAQs, and troubleshooting guides.
• Provide feedback and training to L1 support to reduce escalations.
• Monitor systems for anomalies using tools like Grafana, Kibana, or custom dashboards.
• Investigate alerts and logs, ensuring proactive identification and resolution of issues.
• Track customer behavior, feature rollouts, and key platform events.
• Manage tickets using Jira, Zendesk, Freshdesk, Zoho, or ServiceNow.
• Perform log analysis (Loki, Kibana), query databases (SQL clients), and test APIs (Postman).
• Use internal dashboards and observability tools to diagnose and report system behavior.

Support Workflow Overview

• Ticket Escalation: L1 provides all details (user info, steps to reproduce, logs, screenshots).
• Acknowledgment: L2 responds within SLA and gathers any missing information.
• Troubleshooting: Uses staging, logs, metrics, and diagnostics to identify issues.
• Temporary Fix: Applies configuration changes, rollbacks, or workarounds if needed.
• Escalation to L3: For code-level fixes, escalates with full context and documentation.
• RCA: Conducts analysis and recommends system/process improvements.
• Testing & Resolution: Verifies fixes and confirms resolution with L1/user.
• Documentation: Updates the knowledge base and internal wiki with resolution details.
• Feedback Loop: Shares learnings with L1 and support teams to enhance first-time resolution.

Required Qualifications

• Bachelor’s degree in Computer Science, IT, or related field.
• 2–4 years of experience in application or technical support.
• Proficiency in SQL, API debugging, and scripting.
• Strong understanding of SDLC and version control tools (e.g., Git).
• Familiarity with web technologies (HTML, JavaScript, REST).
• Excellent communication, problem-solving, and analytical skills.

Preferred Qualifications

• Experience with Oracle Cloud Infrastructure (OCI) or AWS.
• Knowledge of Python.
• Exposure to CI/CD pipelines, Docker, Kubernetes, and observability tools.

Working Shifts (Choose Based On Role Availability) Option 1 – Single Shift (8 hours/day, 5 days/week)

• Shift Time: 9:00 AM – 5:00 PM
• Days: Sunday – Thursday
• Note: Single engineer coverage with vacation risk.

Option 2 – Dual Shift (16 hours/day, 5 days/week)

• Shift 1: 8:00 AM – 4:00 PM
• Shift 2: 4:00 PM – 12:00 AM
• Days: Sunday – Thursday
• Note: No weekend coverage, vacation risk per shift.

Option 3 – Dual Shift with Weekend Floater (16 hours/day, 7 days/week)

• Shift 1: 8:00 AM – 4:00 PM (Sun–Thu)
• Shift 2: 4:00 PM – 12:00 AM (Sun–Thu)
• Floater Engineer: Covers weekends, holidays, and sick leaves
• Note: No midnight shift; improved coverage and continuity.