Senior Technical Support Engineer - L2 support

Dsquares

Cairo, Cairo Governorate, Egypt Hybrid permanent

Posted: May 18, 2025

Quick Summary

A Senior Technical Support Engineer is required to provide technical support to clients in the Middle East region, including both on-site and remote support. The ideal candidate should have excellent communication skills, a strong technical background, and experience with loyalty programs. The successful candidate will be responsible for troubleshooting technical issues, developing and implementing technical solutions, and collaborating with clients to ensure seamless support.

Job Description

Dsquares is more than just a loyalty program provider; our expertise lies in crafting loyalty solutions to give an unforgettable experiences that keep customers coming back for more. From concept to execution, we handle the entire loyalty journey, turning brands into beloved obsessions.

With our tech-savvy team and a passion for innovation, we're not just building programs; we empower businesses to build lasting relationships with their customers.

Our team is the heart of Dsquares. We believe that exceptional people create exceptional solutions. Our culture is built on openness, empowerment, and a shared passion for delivering extraordinary customer experiences. Join us and be part of a team that’s redefining loyalty programs.

More than rewards, we create experiences. And more than customers, we build advocates.

As a Technical Support Engineer, you will play a key role in troubleshooting technical problems, delivering timely customer feedback, and supporting the implementation of new applications. You will be expected to provide excellent customer support, effectively diagnose and resolve technical issues, and assist in deploying new features and systems.

Duties & Responsibilities:

• Provide Level 2/3 support for enterprise applications and platforms.
• Troubleshoot application issues and perform root cause analysis.
• Monitor application performance and respond to alerts and incidents.
• Coordinate with development, QA, and infrastructure teams to resolve issues.
• Handle application deployments, updates, and configuration changes.
• Maintain detailed documentation of issues, solutions, and standard operating procedures.
• Provide support during releases, upgrades, and system patches.
• Work with vendors and third-party providers for application-related issues.
• Ensure compliance with SLAs and support KPIs.

Requirements:
• A degree in Computer Science, Information Technology, or a related field.
• Prior experience in a technical support role, desktop support, or a similar position.
• Strong knowledge of SQL and ability to write queries.
• Experience with monitoring tools (e.g., Status Cake, Prometheus).
• Understanding of web services APIs and JSON/XML.
• Experience with ticketing systems (e.g., Jira, Freshdesk).
• Basic understanding of networking, databases, and cloud platforms (AWS, GCP is a plus).

Benefits:
• Comprehensive Wellbeing: Enjoy peace of mind with our private medical insurance and life cover, plus extra days off for every year you're part of the team.
• Financial Growth: Reap the rewards of your hard work with our annual profit share and competitive compensation packages.
• Work-Life Balance: Achieve optimal well-being with our hybrid work environment, generous maternity and paternity benefits, and regular team-building events.
• Continuous Development: Expand your horizons through our commitment to learning and development opportunities.
• Perks and Privileges: Celebrate your journey with us through birthday offs, mobile allowances, transportation support, and a host of other employee-centric perks.

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