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Careers at Breadfast
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Technical Support Engineer II

3 Jun 2025
Cairo, Cairo Governorate, Egypt

About the job

Role Objectives
As a Technical Support Engineer II, I diagnose and troubleshoot technical issues, ensuring adherence to SLAs. I collaborate with engineering teams to escalate and resolve production problems, communicate with various stakeholders, and conduct daily health checks and monitoring. Additionally, I provide guidance to team members, prepare detailed incident reports for management, and analyze recurring issues and trends for proactive resolution.
Roles & Responsibilities:
  • ● Diagnose and troubleshoot technical issues, serving as the first line of support to ensure swift resolution.
  • ● Handle support tickets received through various channels, ensuring resolution within the agreed Service
    Level Agreements (SLAs).
  • ● Communicate with the engineering team to escalate production problems, discuss solutions, and share
    technical logs for thorough issue resolution.
  • ● Liaise with various stakeholders, including commercial, operations, and engineering teams, to address
    and resolve technical issues efficiently.
  • ● Conduct daily health checks and system monitoring to proactively identify potential issues.
  • ● Provide support and guidance to team members in their daily tasks, fostering a collaborative work
    environment.
  • ● Prepare detailed reports for global incidents and share insights with the management team for informed
    decision-making.
  • ● Analyze recurring issues and abnormal trends to develop and implement effective long-term solutions.
REQUIRED EDUCATION, KNOWLEDGE, AND SKILLS
  • ● Bachelor degree in Information Systems, Computer Science, or related field.
  • ● 1-2 years of experience as a support engineer.
  • ● Familiar with database, scripting, APIs & basic programming concepts.
  • ● Excellent presentation and communication skills.
  • ● Excellent analytical and problem-solving skills
  • ● Highly organized with strict adherence to deadlines.
  • ● Familiar with Agile concepts will be a plus
  • ● Experience in Odoo is a plus.

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