Support Engineer II

6 days ago

Amman, Amman, Jordan Supertech Group Full time $60,000 - $80,000 per year

Do you want to love what you do at work? Do you want to make a difference, an impact, and transform peoples lives? Do you want to work with a team that believes in disrupting the normal, boring, and average?

If yes, then this is the job you are looking for ,  is Saudi's #1 event ticketing and experience booking platform in terms of technology, features, agility, revenue serving some of the largest mega events in the Kingdom surpassing over 2 billion in sales.  

Role Overview :

As a Support Engineer II, you'll act as the bridge between live operations and engineering.
You'll manage second-line incident triage and resolution, lead root cause analysis, and continuously improve the systems and playbooks used by the TechOps team.

You'll play a hands-on role in ensuring platform resilience and reliability, supporting both live event operations and 24/7 business-critical systems.

Key Responsibilities
  • Lead Level 2 troubleshooting for platform and event operations — resolving incidents, verifying system health, and restoring service rapidly.
  • Own technical escalations from L1, validating and categorizing issues for engineering teams (L3).
  • Maintain and improve monitoring, alerting, and diagnostic tools.
  • Perform root cause analysis and produce post-incident reports.
  • Collaborate with Platform & Observability and Engineering teams to implement preventive measures.
  • Maintain and evolve TechOps runbooks, escalation maps, and support automation scripts.
  • Train and mentor Level 1 support engineers.
  • Participate in service reviews and contribute to SLA design and continuous improvement.
  • Provide on-call and event coverage as part of a rotating roster.

Requirements

  • Bachelor's in Computer Science or a related area .
  • 3+ years of technical support, site reliability, or DevOps experience.
  • Strong understanding of distributed systems, APIs, and application performance.
  • Experience with logging, monitoring, and alerting tools (e.g., Datadog, Grafana, CloudWatch).
  • Practical knowledge of Linux, networking, and scripting (Python, Bash).
  • Strong communication and documentation skills especially in high-pressure situations.

Desirable:

  • Familiarity with containerized environments (Docker, Kubernetes).
  • Previous experience supporting event, e-commerce, or SaaS platforms.
  • Exposure to ITIL/incident management frameworks.

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