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Senior Application Support Engineer / TechOps Engineer - Amman, Jordan
We have partnered with a dynamic, fast-moving platform that powers real-time experiences and keeps live operations seamless for partners, users and customers alike. This is a fantastic opportunity with one of Saudi Arabia’s fastest-growing tech businesses — and they are scaling rapidly on a global stage and building out their teams in the Amman office.
Reports to: Senior IT Ops Manager / Head of Platforms
Location: Amman, Jordan (onsite, shift-based including evenings/weekends)
Team: TechOps
Mission
Ensure the stability of their global platform by resolving live issues, optimizing monitoring, and collaborating with engineering to prevent future incidents.
Role Purpose
As a Support Engineer II, you’ll serve as the bridge between live operations and engineering—handling second-line incident resolution, root cause analysis, and improving TechOps systems and playbooks.
Key Responsibilities
Lead second line incident resolution and service restoration.
Handle escalations from L1, validate issues, and route to engineering.
Improve monitoring, alerting, diagnostics, and automation.
Perform root cause analysis and prepare post-incident reports.
Update runbooks, escalation maps, and train L1 engineers.
Support on-call and live-event operations; contribute to SLA and service improvement.
Skills & Experience
Essential:
3+ years in SaaS web application support, SRE or DevOps.
Strong experience with distributed systems, APIs, performance tuning.
Skilled with logging/monitoring tools (e.g., Datadog, Grafana, CloudWatch).
Proficient in Linux, networking, and scripting (Python/Bash).
Excellent communicator under pressure.
Strong troubleshooting/debugging skills — able to locate the real issue (e.g. identify whether problem lies with application server, database, or another layer of the stack)
Solid logical and analytical thinking — able to systematically break down problems, reason through the stack, and pinpoint root cause.
Desirable:
Experience with Docker/Kubernetes, event or SaaS platforms, ITIL frameworks.
There will only be a 1 step interview process and we can secure an immediate start date.
If you fit the bill, apply to the job today!
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