Technical Support Engineer – Damascus Based

About the role

We are looking for a Technical Support Engineer to join our team in Damascus and provide first‑ and second‑level assistance for the Bonya platform throughout UAT, pilot, rollout and post‑go‑live phases. The role involves troubleshooting incidents, supporting user administration, and collaborating with development and infrastructure teams to ensure a smooth adoption of the system.

Key responsibilities

• Log, triage, investigate and track incidents, service requests, defects and user queries.
• Provide user access support, role assignment, password/SSO and workflow issue resolution.
• Reproduce reported defects and deliver clear technical analysis to developers and testers.
• Monitor application behaviour, system logs, job failures, integration errors and performance issues.
• Assist with data import/export, report generation, user administration and routine operational tasks.
• Support deployment validation, smoke testing, release verification and environment checks.
• Prepare support guides, FAQs, knowledge‑base articles and user documentation.
• Participate in hyper‑care and post‑go‑live support, escalating to infrastructure, development, database, integration or security teams when needed.

Required profile

• Diploma or Bachelor’s degree in IT, Computer Science, Information Systems or related field.
• At least 3 years of experience in application/technical support or service‑desk escalation.
• ITIL Foundation certification or equivalent is desirable.
• Experience supporting ERP, CRM, workflow or custom enterprise applications.
• Experience with UAT, go‑live and hyper‑care activities.

Required skills

• Odoo or similar enterprise platform.
• Basic Linux administration.
• PostgreSQL database knowledge.
• Understanding of web applications, APIs and log analysis.
• Ticketing tools and incident‑management processes.
• Service‑level‑agreement (SLA) based support.
• ITIL Foundation concepts.