Technical Support Engineer

Founded in 2018, MaxAB is a rapidly growing food and grocery B2B e-commerce and distribution platform that serves a network of traditional retailers (mom-and-pop stores) across the MENA region. Using proprietary technology, MaxAB offers a transformative pull-driven supply chain and a tech-product that empowers both traditional retailers and suppliers. MaxAB offers traditional retailers the simplicity of dealing with one supplier, transparent pricing, on-demand delivery, and a range of value-added and embedded finance solutions. Suppliers benefit from MaxAB' s end-to-end supply chain solutions and business intelligence tools that allow them to accurately predict, monitor, and control the impact of their strategies in real time. Our MaxAB talent are dedicated to uphold the MaxAB culture and values all while continuing to grow and improve services for our clients. They are innovating new ways to help improve the quality of life of the Egyptian retailer and soon to other retailers globally.

If you are passionate about working hard to make an impact and innovate new solutions, MaxAB is looking for top talent.

Job Summary:

As an Application Support Engineer, you will be responsible for providing technical support, troubleshooting, and ensuring the smooth operation of our software applications. You will work closely with the development team, end-users, and other stakeholders to resolve issues, implement solutions, and maintain the overall stability and performance of our applications. Your technical expertise, problem-solving skills, and strong customer focus will be essential in delivering high-quality support and ensuring customer satisfaction.

Key Responsibilities:

• Application Support: Provide timely and effective technical support to end-users, addressing their inquiries, troubleshooting issues, and resolving problems related to our software applications.
• Issue Investigation and Resolution: Investigate and analyze customer-reported issues to identify root causes, propose appropriate solutions, and resolve them effectively. Collaborate with the engineering team to escalate and prioritize critical issues.
• Incident Management: Manage and prioritize incoming support requests, incidents, and tickets. Ensure tracking, and resolution of issues within defined service level agreements (SLAs).
• Documentation: Maintain comprehensive documentation of troubleshooting steps, issue resolutions, and best practices to create a knowledge base that assists both customers and internal teams in resolving common technical issues.
• Communication and Collaboration: Collaborate closely with the engineering team and product managers to understand application features, enhancements, and updates. Communicate technical information effectively to non-technical stakeholders, including product managers and customers.
• Bug Tracking and Testing: Identify and report software bugs, user interface issues, and other defects in the e-commerce application. Participate in the testing process to ensure the quality and stability of the application.
• Application Monitoring: Monitor the performance and availability of applications, proactively identifying potential issues and taking necessary actions to ensure optimal system performance. Implement and maintain application monitoring tools and alerts.
• Continuous Improvement: Proactively identify areas for improvement in the application's performance, functionality, and usability. Provide feedback and suggestions to the engineering team to help enhance the overall customer experience.
• Training and Knowledge Sharing: Conduct training sessions and workshops to educate internal teams and customers on the effective use of the e-commerce application. Share knowledge and expertise with team members to foster a collaborative learning environment.

Requirements:

• Bachelor's degree in Computer Science, Software Engineering, or a related field. Relevant work experience may be considered in lieu of a degree.
• Proven 1-2 years experience in technical support or a similar customer-facing role within the software industry.
• Strong customer service orientation and a focus on delivering quality support.
• Strong problem-solving skills and the ability to troubleshoot and resolve complex technical issues.
• Familiarity with e-commerce platforms, web technologies, and software development principles.
• Proficiency in programming languages such as Java, Python, or JavaScript.
• Excellent communication skills, both written and verbal, with the ability to convey technical concepts to non-technical stakeholders.
• Detail-oriented mindset with a focus on delivering high-quality solutions.
• Self-motivated and able to work effectively both independently and as part of a team.
• Strong organizational and time management skills to handle multiple tasks and priorities simultaneously.
• Solid understanding of software applications, databases, operating systems, and networking concepts.

Preferred Qualifications:

• Knowledge of database systems and SQL querying.
• Familiarity with cloud computing platforms, such as Amazon Web Services (AWS) or Microsoft Azure.
• In-depths knowledge of enterprise level software applications (ERP, CRM, etc.)
• Understanding of Agile development methodologies. (Good to Have).