Senior Technical Support Engineer - L2 support job opportunity at Dsquares.

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Date2025-05-18T09:26:29.000Z bot
Dsquares Senior Technical Support Engineer - L2 support
Experience: General
Pattern: Full-time
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loacation Cairo, Egypt
loacation Cairo....Egypt

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. 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).

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