Senior Business Support Engineer

13 hours ago

Riyadh, Ar Riyāḑ, Saudi Arabia Shory Full time

Shory is the soft revolution in the Insurtech market. Welcome to a new age where insurance actually empowers its customers. We use technology to serve our customers and create ease of mind and trustworthiness around insurance needs. With Shory, a new time has begun.

About the Role & Opportunity

We are looking for a Business Support Engineer to join our KSA team who will be responsible to ensure the continuity of the systems by actively monitoring the various key components in the system and provide early alerts for system errors and potential failure points and provide technical

support to Customer Support agents by troubleshooting issues raised and resolving problems or

identifying problem root causes corresponding to issues raised by customers.

  • Responsible for the overall health and stability of multiple applications and systems as well as the infrastructure used to run those applications and systems
  • Create and maintain knowledge base of the issues and the incidents
  • Progress issues and provide relevant information for troubleshooting or for clarification in a timely fashion
  • Identify patterns of repeating or high-impact system incidents and issues and propose solutions
  • Resolve system problems during non-business hours or backlogs by providing off-hours support as needed
  • Extract relevant information from log files for troubleshooting purposes
  • Read and understand XML and JSON files to extract troubleshooting information and health metrics
  • Respond to escalations from other departments about system performance and health by performing in-depth analysis of escalated issues to identify root causes, workarounds, and preventative solutions
  • Prioritize and handle issues and incidents escalated by the operations team within specified SLA response times
  • Escalate issues and incidents that cannot be resolved to the appropriate team
  • Communicate to Business and IT teams to understand the task at hand and communicate findings and possible solutions
  • Communicate updates and follow-ups regarding the incidents to the operations team
  • Create and manage a customer-service requirements and measure satisfaction rates
  • Work with team and vendors to research and recommend innovative solutions to meet business requirements on both a project and operational basis
  • Elaborate incident's reports periodically and communicate them to stakeholders.

About the Skills, Education & Experience Required

To be considered for this role you will need to have at least 6-8 years of experience in a technical support and administration role, preferably with blue chip companies in following industries: insurance, banking, management, or technical consulting.

  • Bachelor's degree in Information technology or information system
  • 6-8 years of experience in technical support and administration role
  • Good command of Microsoft SQL Server, SQL Management Studio, and T-SQL
  • Familiar with tools used for troubleshooting and testing such as Postman, SOAP UI, Telnet, Notepad++ and other similar tools
  • Very good knowledge of Windows Server OS and tools used for administration within the operating system, such as MMC, IIS, CMD, Regedit, Event Viewer, and other similar tools
  • Basic knowledge of REST APIs
  • Basic understanding of the HTTP and HTTPs protocols
  • Strong problem-solving skills, troubleshooting and data analysis
  • Ability to work shift work and ad hoc hours in different locations

If you have the relevant experience and are interested in being part of our team, please take the time to apply for this position.

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