We are seeking an experienced Senior Technical Support Engineer to lead Level 2 application support for our digital guest-facing and operational web and mobile platforms. This is a hands-on technical leadership role, sitting at the intersection of engineering, DevOps, and customer experience, ensuring our digital channels deliver the reliability and performance our guests expect.
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You will serve as the primary escalation point for complex application incidents, leading a team of Level 2 technicians while collaborating closely with development, QA, and DevOps teams to drive resolution, root cause analysis, and continuous improvement across our web and mobile estate.
Key Responsibilities:
- Act as the primary escalation contact for Level 2 support tickets, troubleshooting and resolving complex issues in web (e.g., frontend/backend frameworks like React, Node.js) and mobile applications (e.g., iOS/Android using Swift, Kotlin, or cross-platform tools like Flutter/React Native).
- Lead and mentor a team of Level 2 support technicians, providing technical guidance, conducting knowledge-sharing sessions, and ensuring adherence to best practices in incident management.
- Perform in-depth root cause analysis (RCA) for recurring issues, utilizing tools such as debugging software and log analysers (e.g., Dynatrace).
- Collaborate with development, QA, and DevOps teams to reproduce issues, recommend code fixes, and contribute to application improvements including CI/CD pipelines and automated testing.
- Monitor application health using APM tools (e.g., New Relic, Dynatrace, Quantum Metric) and proactively identify potential bottlenecks in web APIs or mobile app integrations.
- Develop and maintain support documentation, including troubleshooting guides, knowledge base articles, and automated scripts (e.g., Python, Bash, or PowerShell).
- Handle on-call rotations for critical incidents, ensuring SLAs are met and minimizing downtime in production environments.
- Analyze user feedback and metrics to drive continuous improvement in support processes and application stability.
- Stay updated with emerging technologies in web/mobile development and support methodologies.
Required Qualifications & Experience:
- Bachelor's degree in computer science, Information Technology, or a related field (or equivalent experience).
- At least 5 years of hands-on experience in technical support roles, with a focus on troubleshooting web and mobile applications in production environments.
- Proven expertise in web technologies (e.g., HTML/CSS/JavaScript, RESTful APIs, cloud services like Azure/AWS) and mobile platforms (e.g., native iOS/Android development, app deployment via App Store/Google Play).
- Strong debugging skills, including experience with version control (Git), issue tracking (Jira), and monitoring tools.
- Familiarity with security best practices, such as handling vulnerabilities (OWASP), authentication protocols (OAuth, JWT), and data privacy regulations (GDPR/CCPA).
- Excellent problem-solving abilities, with a track record of resolving escalated issues under pressure.
- Leadership experience, including team mentoring and process optimization.
- Strong communication skills for interacting with technical and non-technical stakeholders.
What We're Looking For:
Beyond the technical skills, we are looking for someone who takes ownership, communicates with clarity at all levels, and brings a continuous improvement mindset to everything they do. Experience in aviation, travel, or a similarly complex, high-availability digital environment would be a strong advantage.
Location: Abu Dhabi Emirate, United Arab Emirates
Work Conditions: On-site, Full-time
