The company is leading a soft revolution in the Insurtech market, creating a new age where insurance empowers customers through technology that fosters trust and ease. We are currently looking for a Senior Business Support Engineer to join our team in Saudi Arabia.
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In this role, you will be responsible for ensuring the continuity of systems by actively monitoring key components and providing early alerts for system errors and potential failures. You will offer technical support to customer support agents by troubleshooting and resolving issues raised by customers. Your responsibilities will include:
- Overseeing the overall health and stability of multiple applications and systems, as well as the infrastructure supporting them.
- Creating and maintaining a knowledge base of issues and incidents.
- Progressing issues and providing timely information for troubleshooting or clarification.
- Identifying patterns of repeating or high-impact incidents and proposing solutions.
- Resolving system problems during non-business hours as needed.
- Extracting relevant information from log files for troubleshooting.
- Reading and understanding XML and JSON files to gather troubleshooting information and health metrics.
- Responding to escalations regarding system performance and health.
- Prioritizing and handling issues escalated by the operations team within specified SLA response times.
- Communicating with Business and IT teams to understand tasks and share findings.
- Managing customer-service requirements and measuring satisfaction rates.
- Collaborating with team members and vendors to recommend innovative solutions for business requirements.
- Periodically creating incident reports for stakeholders.
Skills, Education & Experience Required:
- At least 6-8 years of experience in a technical support and administration role, preferably in industries such as insurance, banking, management, or technical consulting.
- Bachelor's degree in Information Technology or Information Systems.
- Proficiency in Microsoft SQL Server, SQL Management Studio, and T-SQL.
- Familiarity with troubleshooting and testing tools such as Postman, SOAP UI, Telnet, Notepad++, etc.
- Strong knowledge of Windows Server OS and administrative tools like MMC, IIS, CMD, Regedit, Event Viewer.
- Basic knowledge of REST APIs.
- Understanding of the HTTP and HTTPS protocols.
- Strong problem-solving skills, with an emphasis on troubleshooting and data analysis.
- Ability to work shift hours and adapt to various locations as needed.
If you possess the relevant experience and are interested in joining our team, please submit your application for this position.
