Application Support Engineer (L2 support) – TechOps
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: IT Ops Manager / Head of Platforms
Location: Amman, Jordan (onsite, shift-based including evenings/weekends)
Team: TechOps
Mission
Ensure the stability of our 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 Level 2 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 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.
- 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!
