Technical Support Engineer (Damascus)

About the role

The Technical Support Engineer will deliver first‑ and second‑level assistance for the Bonya platform throughout user acceptance testing, pilot, rollout and post‑go‑live stabilisation. The role ensures smooth adoption by handling incidents, configuration requests and performance monitoring.

Key responsibilities

• Provide first‑ 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 changes.
• 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.
• Escalate complex issues to infrastructure, development, database, integration or security teams as needed.

Required profile

• Diploma or Bachelor’s degree in Information Technology, Computer Science, Information Systems or a related field.
• 3+ years of experience in application support, technical support, systems support or service‑desk escalation.
• ITIL Foundation or equivalent service‑management certification is desirable.
• Experience supporting ERP, CRM, workflow or custom enterprise applications, preferably Odoo.

Required skills

• Basic Linux administration.
• Working knowledge of PostgreSQL.
• Understanding of web applications, APIs and log analysis.
• Familiarity with ticketing tools and incident‑management processes.
• Knowledge of user roles, access control and SSO concepts.
• ITIL Foundation (or similar) service‑management principles.