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Technical Support Analyst (L1 SaaS)

LEXZUR · Beyrouth

🇬🇧 English
Linux operating systems Shell scripting Networking concepts

Job description

About the role

We are seeking an L1 SaaS Technical Analyst to join a fast‑paced SaaS Operations team within a global financial technology environment. The role focuses on Level 1 technical support, monitoring critical operational processes, and ensuring service continuity under defined SLAs.

Key responsibilities

  • Respond to infrastructure, internal tools, and technical incidents within SLA targets.
  • Provide continuous follow‑up on support cases until full resolution with clear communication.
  • Execute technical service requests following predefined operational procedures.
  • Monitor critical jobs such as End‑of‑Day (EOD) and intra‑day processing sequences.
  • Escalate and collaborate with technical experts across multiple teams to resolve complex incidents.
  • Perform planned infrastructure and operational changes.
  • Conduct basic troubleshooting on Linux systems, databases, networking, and internal tools.
  • Create and update knowledge‑base articles and documentation.
  • Assist in developing training materials and onboarding new team members.
  • Participate in rotating shifts, including night shifts and periodic weekend coverage.

Required profile

  • Bachelor’s degree in Computer Science, MIS, Information Technology, or a related field.
  • Basic knowledge of Linux operating systems and shell scripting.
  • Understanding of databases and networking concepts.
  • Strong analytical and troubleshooting abilities.
  • Excellent verbal and written communication skills.
  • Ability to work under pressure in a fast‑paced environment.
  • Ownership, accountability, and a drive for continuous learning.
  • Willingness to work night shifts and occasional weekends.

Required skills

  • Linux operating systems
  • Shell scripting
  • Database fundamentals
  • Networking concepts

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Published 2 months ago

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