Software Integration, Support Engineer

This is a fully remote position, open to applicants in Egypt.

📋 Description

• Provide support services in line with defined Service Level Agreements (SLAs) and Performance Level Agreements (PLAs)

• Diagnose and resolve issues concerning software functionality, user access, and system setup

• Refer complex incidents to development or technical teams and track progress until resolution

• Record issues, root causes, and solutions in the support ticketing system

• Inform clients about product features, updates, and best practices through documentation, webinars, and virtual meetings

• Collect and evaluate client integration requirements

• Install, configure, and integrate software solutions with client systems and third-party platforms

• Collaborate with development teams to design, test, and validate new integrations

• Create and maintain both business and technical documentation for deployment and integration processes

• Provide support after implementation and enhance system performance

• Act as the technical liaison among clients, internal teams, and external vendors

• Assist the sales team by offering technical insights during pre-sales discussions

• Relay customer feedback to product and engineering teams to inform future improvements

• Oversee and manage software configuration across integrated environments

• Participate in project analysis and delivery activities as needed

• Identify opportunities to streamline support processes and boost customer satisfaction

• Keep abreast of emerging technologies, integration methods, and support best practices

• Engage in ongoing training to enhance product and technical knowledge.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field

• A Master’s degree is a plus

• Excellent written and verbal English communication skills

• 3 to 5 years of experience in technical support, software integration, or service management

• Experience in enterprise software environments; familiarity with financial or wealth management systems is highly desirable

• Demonstrated ability to enhance support processes and improve client satisfaction

• Strong hands-on experience with Oracle Database, including SQL and PL/SQL

• Experience with CI/CD pipelines

• Knowledge of cloud platforms such as Amazon Web Services (AWS) and Microsoft Azure

• Understanding of microservices architecture

• Familiarity with software testing tools, including unit and system-level testing

• Solid understanding of software design, development, debugging, and deployment methodologies

• Experience with Apache Subversion (SVN) and other version control systems.

🏝️ Benefits

• All employees enjoy complimentary benefits (including our well-known games room, daily breakfast, fresh fruits, coffee, hot beverages, soft drinks, and juices, as well as company outings and celebrations…)

• Social insurance coverage

• Open-door management policy

• Comprehensive medical insurance

• Accommodation and transportation allowance

• Supportive environment that prioritizes innovation and efficiency

• Exciting opportunities for career advancement and talent development

• Encouragement for feedback

• Recognition and rewards programs

• Competitive salaries and incentives

• Welcoming work atmosphere

• Flexible and comfortable scheduling

• Engaging committees

• Monetary rewards

• Collaborate with fun, intelligent, and creative individuals

• Career opportunities within a growing team

• Paid vacation time

• Social benefits