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Lead, Integration Support

3 weeks ago

الرياض, Saudi Arabia Mrsool Full time

**Who are we❓**

Welcome to the world of Mrsool ✨ Where on-demand delivery meets unparalleled user needs to deliver anything you desire. As one of the largest delivery platforms in the Middle East and North Africa (MENA) region, Mrsool has captivated users with its unique and seamless experience, earning it the highest ratings among all major delivery platforms on both Apple's App Store and Google's Play Store.

What sets Mrsool apart is its commitment to providing an unmatched "order anything from anywhere" experience. This extraordinary feat is made possible by our extensive fleet of dedicated on-demand couriers. With their unwavering dedication, they ensure that your desired items reach your doorstep, no matter where you are.

Whether it's a late-night craving, a forgotten item, or a special gift for a loved one, Mrsool is here to deliver, quite literally. We take pride in the convenience we offer, empowering you to get what you need when you need it, all at the tap of a button.

**The Job in a Nutshell**

As an Integration Support Lead Engineer, you will be responsible for overseeing and managing the integration support team which can solve issues. Your role will involve collaborating with cross-functional teams, troubleshooting integration issues, and providing technical expertise to ensure successful and efficient system integrations.

As an Integration Support Engineer, your main responsibility will be to solve integration support problems and make sure that store partners can smoothly integrate with Mrsool in a complex technological environment. You will be responsible for providing L0 support required by the internal stakeholders and store partners, for any integration related issues.

Your role will involve working with different teams, troubleshooting integration issues, and using your technical knowledge to ensure that system integrations are successful and efficient.

**What You Will Do**
- Lead and mentor a team of integration support engineers.
- Provide guidance and technical expertise to resolve complex integration challenges.
- Foster a collaborative and proactive team culture.
- Design, implement, and maintain integration processes and workflows.
- Oversee the testing and validation of integration solutions.
- Serve as the primary point of contact for escalated integration issues.
- Analyze and troubleshoot integration problems, ensuring timely resolution.
- Provide on-call support as needed to address critical integration issues.
- Provide guidance and technical expertise to resolve complex integration challenges.
- Develop and maintain comprehensive documentation for integration processes and procedures.
- Create knowledge base articles and training materials for support engineers.
- Work closely with development teams, account managers, content team, store partners and other stakeholders to understand and provide integration support.
- Collaborate with store partners for UAT and support to onboard.
- Identify opportunities for process improvement and optimization in the integration workflow.
- Stay current with industry best practices and emerging technologies related to integration.
- Effectively communicate technical information to both technical and non-technical stakeholders.
- Provide regular updates on the status of integration projects and support issues.

**Requirements**:
**What are we Looking For❓**
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Proven experience in integration support or a related role.
- In-depth knowledge of integration technologies, APIs, and data exchange protocols.
- Basic expertise in Ruby On Rails
- Excellent troubleshooting and problem-solving skills.
- Experience in problem ticketing, incident management, and issue escalation
- Experience with the full web stack, development of REST APIs, related technologies, and bug management support.
- Experience in creating workflows for support issues, including defining SLAs and KPIs.
- Familiarity with managing ticketing systems and workflow processes.
- Arabic language is a must

**Who Will Excel❓**
- Experience with integration platforms and middleware.
- Strong leadership and team management skills.
- Project management skills and experience.
- Strong understanding of security protocols and best practices in integration

**Benefits**

**What We Offer You❗**
- **Inclusive and Diverse Environment**:We foster an inclusive and diverse workplace that values innovation and provides flexibility. Whether you prefer remote, in-office, or hybrid work arrangements, we accommodate your needs.
- **Competitive Compensation**:Our compensation packages are competitive and include potential share options for certain roles.
- **Personal Growth and Development**: We are committed to your professional development, offering regular training and an annual learning stipend to help you advance your career in a fast-paced, dynamic environment.
- **Autonomy and Mentorship**:You’