Technical Support Engineer (Damascus)

About the role

The Technical Support Engineer will ensure smooth operation of the Bonya platform for users in Damascus, covering the full project lifecycle from testing to post‑go‑live stabilization. You will act as the primary point of contact for technical, application, and operational issues.

Key responsibilities

• Provide first‑ and second‑level support during UAT, pilot, rollout and production phases.
• Log, triage, investigate, assign and track incidents, service requests and defects.
• Assist with user access, role assignment, password/SSO, workflow and configuration issues.
• Reproduce defects, perform technical analysis and collaborate with developers and testers.
• Monitor system logs, job failures, integration errors and performance metrics.
• Support data import/export, report generation and routine operational tasks.
• Validate deployments, conduct smoke testing and verify releases.
• Create support guides, FAQs, knowledge‑base articles and user documentation.
• Participate in hyper‑care and post‑go‑live support, escalating to infrastructure, development or security teams when needed.

Required profile

• Diploma or Bachelor’s degree in IT, Computer Science or a related field.
• Minimum 3 years of experience in application or technical support, service‑desk or escalation roles.
• Familiarity with ERP, CRM, workflow or custom enterprise applications.
• ITIL Foundation certification or equivalent is a plus.

Required skills

• Odoo or similar enterprise platform experience.
• Basic Linux administration.
• PostgreSQL database knowledge.
• Understanding of web applications, APIs and log analysis.
• Experience with ticketing tools and incident‑management processes.
• Knowledge of SLA‑based support and ITIL best practices.