Leverage your abilities and join one of the Microsoft Gold Partners and ISV specialized in providing Microsoft Business Applications for the Banking, Financial Services, and Insurance (BFSI) sectors.
As Senior Software Support Engineer, you will provide technical and application support for enterprise solutions, ensuring system stability and effective issue resolution. The role requires strong troubleshooting skills, experience with enterprise applications, databases, APIs, and integrations, along with excellent customer communication and incident management capabilities. You will investigate and resolve technical issues, manage support tickets, and coordinate with development and infrastructure teams to ensure timely resolution and service continuity.
Work Location: Cairo, Egypt.
Key Accountabilities
- Provide application and technical support for enterprise solutions, including CRM, ERP, Digital Channels, and other business applications.
- Act as a key technical point of contact for customer incidents and service requests, ensuring clear communication, proper ownership, and timely resolution.
- Manage support tickets throughout the complete lifecycle, including classification, prioritization, investigation, escalation, resolution, and closure, in line with agreed SLAs.
- Perform technical troubleshooting and investigate application errors, configuration issues, access problems, performance issues, integration failures, and system availability incidents.
- Analyze application logs, database information, API responses, integration messages, error traces, and other technical evidence to identify potential root causes.
- Execute SQL queries and perform database-level investigations to validate application behavior and support incident resolution.
- Reproduce reported issues where possible and clearly document findings, evidence, reproduction steps, workarounds, and resolutions.
- Identify and differentiate between application defects, configuration issues, infrastructure problems, integration failures, data-related issues, and user or operational errors, and coordinate with the appropriate technical teams.
- Maintain ownership of escalated incidents and coordinate with development, infrastructure, database, integration, and product teams through to final resolution.
- Monitor incident progress against agreed response and resolution SLAs, proactively identifying potential breaches and escalating critical or high-priority incidents when required.
- Support production incidents, application deployments, hotfixes, patches, configuration changes, and production validation activities when required.
- Participate in root-cause analysis for recurring or critical incidents and contribute to permanent corrective and preventive actions.
- Maintain accurate technical documentation and develop knowledge-base articles, troubleshooting guides, and support procedures to improve support efficiency.
- Prepare and maintain support reports and dashboards, tracking ticket volumes, SLA performance, resolution times, backlog, recurring issues, escalations, and key support KPIs.
- Manage multiple customer issues simultaneously while maintaining strong customer service, effective communication, proper prioritization, and a high level of ownership and service quality.
Knowledge, Skills, and Experience
We Are Looking For:
- Bachelor’s degree in Computer Science, Computer Engineering, Information Systems, or a related technology discipline.
- Proven experience of 3–4 years in software support, application support, production support, technical support, or a similar role.
- Good understanding of REST APIs, web services, JSON, HTTP/HTTPS, authentication, and enterprise system integrations.
- Strong hands-on knowledge of enterprise application troubleshooting, incident management, and production support processes.
- Good knowledge of relational databases and SQL, with the ability to perform database-level investigation and troubleshooting.
- Exposure to applications developed using .NET / .NET Framework and Angular.
- Good understanding of ticket lifecycle management, SLA management, incident prioritization, escalation, and resolution processes.
- Excellent troubleshooting, analytical, problem-solving, documentation, and organizational skills.
- Excellent customer-facing communication skills, with the ability to communicate technical issues clearly to both technical and non-technical stakeholders.
- Strong English communication skills; Arabic communication skills are preferred.
- Ability to work effectively under pressure, manage multiple incidents simultaneously, and maintain a strong sense of ownership and accountability.
- Experience supporting solutions within banking, financial services, government, or other large enterprise environments is a strong advantage.
