مهندس دعم وتكامل المستوى الثاني (The Level 2 Support & Integration Engineer)

Job Summary

The Level 2 Support & Integration Engineer handles complex customer issues related to API integration and custom reporting, ensuring only genuine defects are escalated to Development. The role also involves guiding clients through technical onboarding and enhancing the skills of the Level 1 support team.

Responsibilities

• Investigate and resolve complex issues escalated from Level 1, focusing on API integration and custom reporting.
• Analyze logs, API requests/responses, and data to identify root causes.
• Distinguish between configuration, data, usage issues, and actual product defects.
• Manage technical support communications and keep customers informed until issue resolution.
• Document resolved issues and solutions in the knowledge base and maintain troubleshooting guides and FAQs.
• Provide technical guidance during client onboarding and API integration, ensuring compliance before go-live.
• Train and mentor Level 1 support staff on products, APIs, and troubleshooting techniques.
• Serve as the technical escalation point and prepare confirmed defects for Development with full context and evidence.

Requirements

• Bachelor’s degree in Computer Science, Software Engineering, Information Systems, or related field.
• 3–5 years of experience in technical support, application support, or integration engineering, including at least 2 years at Level 2 or above.
• Experience supporting clients through API integration and onboarding.
• Strong knowledge of RESTful APIs, JSON/XML, authentication methods (OAuth 2.0, API keys, JWT), and webhooks.
• Experience with API testing tools such as Postman and browser developer tools.
• Proficient in SQL for querying data and investigating reporting issues.
• Ability to read application logs and use monitoring tools for issue tracing.
• Familiarity with ticketing and knowledge base tools like Jira, Jira Service Management, and Confluence.
• Basic scripting skills (Python or JavaScript) are a plus.
• Clear communication skills in Arabic and English, both written and spoken.
• Structured and analytical problem-solving approach.
• Patience and ability to coach and train others.
• Customer-focused with ability to manage multiple cases under pressure.
• Preferred: Experience with fintech, legal tech, or government-integrated platforms in Saudi Arabia.
• Preferred: Knowledge of information security and data privacy practices.

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