Technical Support Engineer

Provide first- and second-line technical support for web products, helping clients and internal teams diagnose problems, restore service, and strengthen reliability after launch. The work combines hands-on troubleshooting with clear communication, careful handling of production systems, and follow-through on recurring issues.

• Assess incoming support requests, prioritize them by severity and impact, and work toward resolution.
• Reproduce reported problems and collect useful diagnostic details, including logs and environment information.
• Coordinate with engineering to elevate defects and track them through resolution.
• Keep known-issue records and operational runbooks accurate and useful.
• Give clients and internal stakeholders clear status updates, including when an issue is still being investigated.
• Verify releases, handle access or configuration questions carefully, and identify patterns that could improve the product or support process.

• Strong troubleshooting ability across web applications and APIs.
• Working knowledge of HTTP, databases, and cloud environments.
• Comfort reading logs and technical documentation.
• Calm, clear communication with users, including when they are frustrated.
• Ability to judge urgency, document work, and maintain ownership of open issues.
• Willingness to learn new product domains and protect client confidentiality and production safety.

Experience with helpdesk tools, SaaS support, SQL, browser debugging, or on-call and support rotations.

Part-time, fully remote work from Egypt, with flexible hours and some collaboration overlap. Cairo office access is available when needed.

• Paid annual and sick leave
• Performance bonuses
• Annual salary reviews
• Learning and certification support
• Conference opportunities
• Equipment and internet support
• Medical insurance
• Mentorship
• Exposure to projects in different industries