RR-0203394 - Associate Manager Software Engineering
DXC Technology
Date: 2 weeks ago
City: Riyadh
Contract type: Full time
Job Description
Job Summary
The Level 2 Support Engineer for Web Applications is responsible for troubleshooting, diagnosing, and resolving issues related to web-based software platforms. They serve as the escalation point for Level 1 support and work closely with development, QA, and infrastructure teams to ensure system stability and customer satisfaction.
Key Responsibilities
Issue Investigation & Resolution
Handle escalated tickets from Level 1 support (L1) involving functional or technical issues in web applications.
Reproduce issues in test/staging environments to identify bugs or misconfigurations.
Conduct detailed log analysis, SQL/database checks, and API validation.
Incident Management
Classify and prioritize incidents based on severity and business impact.
Escalate unresolved issues to Level 3 (development team) with proper documentation and root cause findings.
Collaborate with L1 and L3 teams during major incidents and post-incident reviews.
User Support & Communication
Communicate with business users or clients to gather additional information when needed.
Provide workarounds or solutions while permanent fixes are being developed.
Maintain knowledge base and support documentation.
Technical Tasks
Prepare scripts or SQL queries to validate data or resolve issues.
Perform basic configuration changes or updates in non-production environments.
Conduct release verification and smoke testing after deployments.
Continuous Improvement
Analyze recurring issues to suggest long-term fixes or enhancements.
Provide feedback to development/QA teams to improve application stability and usability.
Skills & Qualifications
Technical Skills:
Strong understanding of various technologies (Java, .net and visual basic)
Experience with web application architectures (e.g., client/server, REST APIs).
Familiarity with databases (MySQL, SQL Server, PostgreSQL, Oracle) and ability to write basic queries.
Exposure to version control (Git), CI/CD tools, and cloud platforms (AWS, Azure, GCP) is a plus.
Soft Skills
Strong analytical and problem-solving skills.
Excellent communication and documentation abilities.
Ability to work independently and under pressure.
Communication: Slack, Microsoft Teams, Email
Code/CI: Git, Jenkins, GitHub Actions
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.
Job Summary
The Level 2 Support Engineer for Web Applications is responsible for troubleshooting, diagnosing, and resolving issues related to web-based software platforms. They serve as the escalation point for Level 1 support and work closely with development, QA, and infrastructure teams to ensure system stability and customer satisfaction.
Key Responsibilities
Issue Investigation & Resolution
Handle escalated tickets from Level 1 support (L1) involving functional or technical issues in web applications.
Reproduce issues in test/staging environments to identify bugs or misconfigurations.
Conduct detailed log analysis, SQL/database checks, and API validation.
Incident Management
Classify and prioritize incidents based on severity and business impact.
Escalate unresolved issues to Level 3 (development team) with proper documentation and root cause findings.
Collaborate with L1 and L3 teams during major incidents and post-incident reviews.
User Support & Communication
Communicate with business users or clients to gather additional information when needed.
Provide workarounds or solutions while permanent fixes are being developed.
Maintain knowledge base and support documentation.
Technical Tasks
Prepare scripts or SQL queries to validate data or resolve issues.
Perform basic configuration changes or updates in non-production environments.
Conduct release verification and smoke testing after deployments.
Continuous Improvement
Analyze recurring issues to suggest long-term fixes or enhancements.
Provide feedback to development/QA teams to improve application stability and usability.
Skills & Qualifications
Technical Skills:
Strong understanding of various technologies (Java, .net and visual basic)
Experience with web application architectures (e.g., client/server, REST APIs).
Familiarity with databases (MySQL, SQL Server, PostgreSQL, Oracle) and ability to write basic queries.
Exposure to version control (Git), CI/CD tools, and cloud platforms (AWS, Azure, GCP) is a plus.
Soft Skills
Strong analytical and problem-solving skills.
Excellent communication and documentation abilities.
Ability to work independently and under pressure.
Communication: Slack, Microsoft Teams, Email
Code/CI: Git, Jenkins, GitHub Actions
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.
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