Technical Support Specialist

About the role

Aumet Inc. is looking for a highly analytical Technical Support Specialist to join its Technical Operations team in Amman. You will act as the bridge between client‑facing teams and the engineering division, providing advanced L2/L3 support for a SaaS platform.

Key responsibilities

• Manage and resolve escalated L2/L3 application and technical support tickets in a fast‑paced SaaS environment.
• Extract, analyze, and manipulate data with SQL to investigate backend discrepancies and database integrity issues.
• Use application performance monitoring and logging tools such as Sentry or Datadog to isolate root causes of errors.
• Replicate reported anomalies in sandbox environments, draft detailed bug reports, and collaborate with developers.
• Interpret API documentation to troubleshoot third‑party integrations and data transmission problems.
• Maintain ticket lifecycle and SLA compliance using Jira, ClickUp, or Zendesk.
• Communicate technical findings clearly in both English and Arabic.

Required profile

• Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or a related field.
• 1–3+ years of experience in Application Support, L2/L3 Technical Support, or Systems Analysis, preferably in a SaaS environment.
• Professional proficiency in written and spoken English and Arabic.

Required skills

• SQL query development and database troubleshooting.
• Experience with log‑management tools such as Sentry or Datadog.
• Understanding of RESTful APIs and software integrations.
• Proficiency with issue‑tracking platforms like Jira, ClickUp, or Zendesk.