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Support & Monitoring Engineer

Al Rehab, Second New Cairo, Egypt

Job Type

Full time/On-site


About the Role

Hiring for a leading Saudi E-Commerce Organization for their first office in Egypt!

Job Details


  • Provide technical assistance and support to end-users, internal teams, and guests regarding ecommerce systems, platforms, and functionalities.

  • Troubleshoot and resolve technical issues, such as system errors, bugs, and performance bottlenecks, to ensure the smooth operation of ecommerce systems and minimize downtime.

  • Handle and prioritize incoming support requests and incidents, ensuring timely resolution and effective communication with stakeholders regarding issue status and updates.

  • Perform routine maintenance tasks, including system updates, patches, and configuration changes, to maintain the integrity and security of the ecommerce infrastructure.

  • Create and maintain technical documentation, knowledge base articles, and troubleshooting guides to facilitate efficient issue resolution and enhance team productivity.

  • Collaborate with developers, QA engineers, project managers, and other stakeholders to address complex technical issues, implement system enhancements, and ensure platform stability.

  • Monitor system performance, analyze metrics, and proactively identify opportunities for optimization, scalability, and improved user experience.

  • Actively participate in incident management process, ensure incidents are documented and root cause analyses provided

  • Prepare executive reports for applications support.

  • Stay updated with emerging technologies, industry trends, and ecommerce best practices to suggest and implement improvements in support processes and system functionality.\


  • Bachelor's degree in Computer Science, Information Systems or related field

  • 5+ years of experience in applications support with deep understanding of the support processes.

  • Familiar with ecommerce systems, platforms, and technologies such as CMS platforms (e.g., Magento), order management systems, payment gateways, and APIs.

  • Ability to analyze and resolve technical issues efficiently, utilizing effective troubleshooting techniques and problem-solving skills.

  • Experience in performing routine system maintenance tasks, including updates, patches, and configuration changes, to ensure optimal performance and security.

  • Excellent communication skills to effectively interact with end-users, internal teams, and guests, providing clear and concise technical explanations and solutions.

  • Familiarity with incident management processes, including incident prioritization, tracking, and timely resolution, to ensure effective handling of support requests.

  • Experience in monitoring system performance, analyzing metrics, and proactively identifying areas for optimization and improvement.

  • Familiar with monitoring tools (e.g. Newrelic) and building dashboards, setting KPIs for proactive monitoring.

  • Experience with eCommerce platforms

Company Industry



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