الصفحة الرئيسية الإمارات العربية المتحدة Technical Support Engineer
الصفحة الرئيسية الإمارات العربية المتحدة Technical Support Engineer
Technical Support Engineer
تفاصيل الوظيفة
We are looking for a candidate to join our TechOps team as BAP in Technical Support. This role offers a unique opportunity to gain hands-on experience in technical operations while working with cutting-edge AI and Machine Learning technologies.
Responsibilities:
- Provide technical support and manage urgent escalations in high-traffic production environments, ensuring smooth operations.
- Collaborate closely with stakeholders, including customers, product managers, developers, and the management team, to resolve issues effectively.
- Analyze service ticket data to identify root causes, draft Root Cause Analysis (RCA) reports, and recommend system-level improvements.
- Work with global product and development teams to participate in iteration, release, and roadmap planning.
- Manage multiple incidents and deadlines in a fast-paced, dynamic environment with high flexibility and prioritization skills.
- Continuously improve service quality and efficiency through process optimization, coaching, and documentation.
- Support and optimize customer and business processes, integrating AI and Machine Learning solutions where applicable.
Requirements:
- Undergraduates in Computer Science or related field (preferably with relevant internship experience) can be considered.
- Must have strong capabilities to identify, analyze and resolve problems logically and systematically.
- Unix/Linux with shell scripting, etc.
- Databases experience (Oracle, MySQL).
- Web or App related project support experience with protocol, JavaScript, RESTful, Json, Web Service, TCP/IP, Linux/Unix.
- Understanding of software development methodologies and coding standards.
- Experience with software application debugging and troubleshooting.
- Familiar with technical support process and escalation management.
- Passionate about technical support to solve complicated customer issues.
- Ability to present or speak fluently to engineers, product managers, and customers.
- Comfortable performing shift work (e.g., 7am-4pm, 10am-7pm from Monday to Friday, Tuesday to Saturday or Sunday to Thursday) - it would be rotated after 2-3 months.
- Ability to start this program in January/February 2025 for 6 months.
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