Position Overview
Aumet Inc. is seeking a highly analytical and technically proficient
Technical Support Specialist to join our Technical Operations team in Amman. In this role, you will serve as the core link between our client-facing teams and the core engineering division, handling advanced L2/L3 application support.
The ideal candidate possesses a methodical approach to troubleshooting SaaS platforms, exhibits strong proficiency in relational databases and log monitoring systems, and can articulately bridge the gap between technical anomalies and software engineering solutions.
Key Responsibilities
Technical Diagnosis & Resolution
- Manage and resolve escalated L2/L3 application and technical support queries within a fast-paced SaaS environment.
- Extract, analyze, and manipulate data using SQL queries to investigate backend discrepancies and database integrity issues.
- Utilize application performance monitoring (APM) and logging tools—specifically Sentry, Datadog, or equivalent platforms—to isolate root causes of application errors.
Incident & Bug Management
- Replicate reported software anomalies systematically under sandbox environments to validate system behavior.
- Draft highly descriptive, structured bug reports and documentation for the development team, outlining replication steps, payloads, and expected vs. actual outcomes.
- Interpret API documentation to troubleshoot third-party integrations, payloads, and data transmission issues.
- Streamline ticket lifecycle management and maintain strict SLA compliance utilizing Jira, ClickUp, or Zendesk.
- Communicate complex technical findings clearly and effectively in both English and Arabic to internal stakeholders and technical teams.
Professional Requirements
1-Education & Experience
- Education: Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or a strictly related technical discipline.
- Experience: 1 to 3+ years of professional experience in Application Support, L2/L3 Technical Support, or Systems Analysis, ideally within a SaaS or product-led tech ecosystem.
2-Technical Competencies
- Database Management: Proven ability to construct and execute SQL queries independently.
- Monitoring & Logs: Practical understanding of log management infrastructure (Sentry/Datadog).
- API Frameworks: Conceptual and practical capability to read and reason about RESTful APIs and software integrations.
- Collaboration Tools: Advanced fluency in modern issue-tracking software (Jira, ClickUp, or similar enterprise tools).
- Linguistic Fluency: Professional proficiency in written and spoken English and Arabic.
