Technical Support – Software Integration Specialist

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

📋 Description

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

• Diagnose and resolve issues pertaining to software functionality, user access, and system configurations.

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

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

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

• Collect and analyze client integration requirements.

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

• Work alongside development teams to design, test, and validate new integrations.

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

• Offer post-implementation support and enhance system performance.

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

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

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

• Oversee and manage software configurations across integrated environments.

• Identify opportunities to optimize support processes and enhance customer satisfaction.

• Stay updated with emerging technologies, integration techniques, and support best practices.

• Engage in continuous 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 advantageous.

• Excellent written and verbal communication skills in English.

• 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.

• Strong practical 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.

• Strong analytical and problem-solving skills.

• Exceptional client-facing, communication, and relationship management abilities.

• Capability to manage expectations and effectively resolve conflicts.

• High attention to detail and ability to perform under pressure.

• Quick learner with a proactive and adaptable mindset.

• Willingness to work outside of regular business hours when necessary to address critical issues.

• Willingness to travel internationally occasionally.

🏝️ Benefits

• All employees benefits for free (including our famous games room, daily breakfast, fruits, coffee and other hot drinks, soft drinks and juices, company outings and parties…)

• Social insurance.

• Open-door management policy.

• Comprehensive medical insurance.

• Accommodation and transportation allowance.

• Supportive environment that values innovation and efficiency.

• Exciting career growth and talent development opportunities.

• Encouragement of feedback.

• Recognition and reward programs.

• Competitive salaries and incentives.

• Friendly workplace atmosphere.

• Flexible and comfortable working schedule.

• Engaging committees.

• Monetary rewards.

• Work with fun, intelligent, and creative individuals.

• Career advancement possibilities within a growing team.

• Paid vacation time.

• Social benefits.