Technical Support Engineer

About Us Founded in 2009, FOO has emerged as a leading Fintech provider by focusing on Technology, Innovation, Expertise and Quality. Working with leading clients in their industries, FOO has quickly expanded in the MENA region and has set the benchmark for design experience and quality. FOO’s vision is to expand globally and create a positive impact on future technologies.

Requirements

• Bachelor degree in Computer Science or related fields
• At least 3+ years of relevant work experience
• Proven work experience as a Technical Support Engineer
• Strong knowledge and experience in Linux servers (RHEL, CentOS, …) is a must
• Knowledge and experience in different systems (MySQL, Redis, Apache, Nginx, Wildfly, …)
• Strong analytical and debugging skills
• Strong experience in reading and analyzing logs
• Knowledge in systems, networking and high availability architectures
• Experience with monitoring and observability tools such as Grafana and log aggregation platforms is a major plus
• Knowledge and hands-on experience with Kubernetes environments is a major plus
• Familiarity with incident management and alerting tools such as PagerDuty is a plus
• Experience in different programming languages is a plus (Java, PHP, …)
• Familiarity with remote desktop applications, VPN and SSH
• Ability to provide step-by-step technical help, both written and verbal
• Excellent analytical and problem-solving skills
• Ability to work under pressure
• Excellent written and verbal English communication skills
• Additional certification in Linux, RedHat, Cloud Solutions or similar technologies is a plus

Responsibilities

• Taking ownership of customer issues reported and seeing problems through to resolution
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Answer support calls and check support issues sent by clients
• Ask customers targeted questions to quickly understand the root of the problem
• Analyze issues described and identify possible causes
• Login to affected systems, debug, and identify issues
• Resolving network issues
• Configuring operating systems and software
• Provide solutions within SLA requirements
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Apply solutions if applicable and verify that issue is solved
• Provide RCA for issues identifying the root cause and solution
• Ensure all issues are properly logged
• Proactively monitor systems using tools such as Grafana and other monitoring platforms to detect issues before they are reported
• Respond to alerts and incidents raised through monitoring and alerting systems (e.g., PagerDuty)
• Troubleshoot and support applications running in Kubernetes-based environments when applicable