Technical Support Engineer - Damascus Based

About the role

The Technical Support Engineer will deliver first‑ and second‑level support for the Bonya platform throughout UAT, pilot, rollout and post‑go‑live phases. You will work closely with users, development and infrastructure teams to ensure smooth adoption and stable operation of the system.

Key responsibilities

• Provide first‑level and second‑level support for Bonya users during UAT, pilot, rollout and production stabilisation.
• Log, triage, investigate, assign and track incidents, service requests, defects and user queries.
• Support user access, role assignment, password/SSO issues, workflow problems and configuration requests.
• Reproduce reported defects and deliver clear technical analysis to developers and testers.
• Monitor application behaviour, system logs, job failures, integration errors and performance issues.
• Assist with data import/export, report generation, user administration and routine operational tasks.
• Participate in deployment validation, smoke testing, release verification and environment checks.
• Prepare support guides, FAQs, knowledge‑base articles and user documentation.
• Take part in hyper‑care and post‑go‑live support, escalating to infrastructure, development, database, integration or security teams when needed.

Required profile

• Diploma or Bachelor’s degree in IT, Computer Science, Information Systems or a related field.
• Minimum 3 years of experience in application/technical support, service‑desk escalation or systems support.
• ITIL Foundation or equivalent service‑management certification is desirable.
• Experience supporting ERP, CRM, workflow or custom enterprise applications, preferably Odoo.
• Basic understanding of Linux, PostgreSQL, web applications, APIs, logs and user‑role/access control.
• Proven ability to work with ticketing tools, incident‑management processes and SLA‑based support.

Required skills

• Systems support
• Logs analysis
• Service desk escalation
• Service management
• Hyper care
• SLA‑based support
• Go‑live support
• User roles and access control
• Technical support
• CRM
• APIs
• ERP
• Ticketing tools
• PostgreSQL
• UAT
• Application support
• Odoo
• Web applications
• Linux
• Incident management
• Workflow