Technical Support Engineer

Description

About Maqsam
Maqsam is the leading Arabic AI-powered contact center solution in the MENA region designed to revolutionize customer experience. Leveraging groundbreaking advancements in AI technology, Maqsam has spearheaded accurate Arabic call transcription, advanced analytics, and insights, along with unique AI modeling utilizing its in-house designed LLM.

Your opportunity
We are seeking a Technical Support Engineer to become the essential link between our customers and our engineering team. This role is for the natural problem-solver who doesn't just want to find symptoms but is driven to uncover the root cause. You will be the technical detective for our most complex, escalated issues, diving deep into our codebase and infrastructure to diagnose, resolve, and prevent problems in our high-availability platform.

This is a unique opportunity to gain unparalleled access to our production systems and code, offering a direct path for technical growth and impact.

Your top responsibilities:

• Investigate & diagnose: Take ownership of complex, escalated technical issues, performing deep-dive investigations into application logs, system metrics, and code to identify the root cause of software defects and performance bottlenecks.
• Code-level analysis: Analyze and troubleshoot product behavior by inspecting our codebase (Ruby on Rails, JavaScript/Vue.js) and querying our databases (PostgreSQL) to pinpoint exactly where and why a problem is occurring.
• Drive solutions: Implement immediate workarounds or fixes through scripts and configuration changes, and provide engineering with precise, actionable reports for permanent resolutions.
• Amplify knowledge: Document your investigations and solutions comprehensively, building our internal knowledge base to accelerate future troubleshooting and empower the entire team.
• Improve systems proactively: Identify recurring issues and patterns, contributing to the development of better monitoring, internal tools, and documentation to enhance platform stability.
• Collaborate & communicate: Partner directly with our care team and, when needed, with customers to gather information and communicate technical solutions clearly and effectively.

What we expect from you:

• A problem-solver's mindset: An exceptional talent for systematic debugging and root cause analysis in complex software systems. This is the core of the role.
• Strong technical foundation: Solid understanding of computer science fundamentals (data structures, algorithms, logical reasoning) and how they apply to real-world systems.
• Database proficiency: Practical experience with relational databases and SQL, with the ability to write queries to inspect, analyze, and manipulate data.
• Clear communication: Excellent verbal and written English skills, with the ability to translate complex technical findings into clear, actionable reports for engineers and understandable updates for the care team.
• Adaptability & drive: A self-starter who is keen to rapidly learn new technologies and motivated to contribute innovative solutions to tough problems.
• Relevant experience: At least 1+ years of experience in a technical support, support engineering, or similar hands-on troubleshooting role. A degree in computer science, engineering, or a related field is a plus.

A strong plus if you have:

• Experience troubleshooting VoIP/telecom systems or complex API integrations in a SaaS environment.
• Familiarity with our core stack: Ruby on Rails, Vue.js, and PostgreSQL.

What we provide:

• Join a world-class team at Maqsam, where your growth is our priority. Here’s what you can expect:
• A collaborative and friendly environment.
• Personal and professional growth: Opportunities to learn and become a world-class professional.
• Fair compensation: We value your contribution.
• Transparency: A culture that thrives on open communication.
• Benefits: First-class health insurance, and more.
• Part of something big: Work with seasoned professionals and be proud of being part of the exciting world of SaaS business.

Ready to become Maqsam's next great technical detective? Apply now!