- Act as the primary escalation contact for Level 2 support tickets, troubleshooting and resolving complex issues in web (e.g., frontend/backend frameworks like React, ) and mobile applications (e.g., iOS/Android using Swift, Kotlin, or crossplatform tools like Flutter/React Native).
- Lead and mentor a team of L2 support technicians, providing technical guidance, conducting knowledgesharing sessions, and ensuring adherence to best practices in incident management.
- Perform indepth root cause analysis (RCA) for recurring issues, utilising tools such as debugging software and log analysers (e.g., Dynatrace).
- Collaborate with development, QA, and DevOps teams to reproduce issues, recommend code fixes, and contribute to application improvements including CI/CD pipelines and automated testing.
- Monitor application health using APM tools (e.g., New Relic, Dynatrace, Quantum Metric) and proactively identify potential bottlenecks in web APIs or mobile app integrations.
- Develop and maintain support documentation, including troubleshooting guides, knowledge base articles, and automated scripts (e.g., Python, Bash, or PowerShell).
- Handle oncall rotations for critical incidents, ensuring SLAs are met and minimizing downtime in production environments.
- Analyse user feedback and metrics to drive continuous improvement in support processes and application stability.
- Stay updated with emerging technologies in web/mobile development and support methodologies.
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- At least 5 years of handson experience in technical support roles, with a focus on troubleshooting web and mobile applications in production environments.
- Proven expertise in web technologies (e.g., HTML/CSS/JavaScript, RESTful APIs, cloud services like Azure/AWS) and mobile platforms (e.g., native iOS/Android development, app deployment via App Store/Google Play).
- Strong debugging skills, including experience with version control (Git), issue tracking (Jira), and monitoring tools.
- Familiarity with security best practices, such as handling vulnerabilities (OWASP), authentication protocols (OAuth, JWT), and data privacy regulations (GDPR/CCPA).
- Excellent problemsolving abilities, with a track record of resolving escalated issues under pressure.
- Leadership experience, including team mentoring and process optimisation.
- Strong communication skills for interacting with technical and nontechnical stakeholders.
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Technical Support Engineer - Abu Dhabi, United Arab Emirates - Xebia
Description
Job DescriptionTechnical Support Engineer Digital Applications
Location:
Abu Dhabi, UAE
Reports To:
Head of Digital Support / Engineering Manager
About the Role
Etihad Airways is seeking an experienced Senior Technical Support Engineer to lead Level 2 application support for our digital guest-facing and operational web and mobile platforms.
This is a hands-on technical leadership role, sitting at the intersection of engineering, DevOps, and customer experience ensuring our digital channels deliver the reliability and performance our guests expect.
You will serve as the primary escalation point for complex application incidents, leading a team of L2 technicians while collaborating closely with development, QA, and DevOps teams to drive resolution, root cause analysis, and continuous improvement across our web and mobile estate.
Beyond the technical skills, we are looking for someone who takes ownership, communicates with clarity at all levels, and brings a continuous improvement mindset to everything they do.
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Support Engineer
Only for registered members Abu Dhabi
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Support Engineer
Only for registered members Abu Dhabi, Abu Dhabi Emirate
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IT Support Engineer
Only for registered members Abu Dhabi, Abu Dhabi Emirate
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IT Support Engineer
Only for registered members Abu Dhabi
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IT Support Engineer
Only for registered members Abu Dhabi
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IT Support Engineer
Only for registered members Abu Dhabi
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IT Support Engineer
Full time Only for registered members Abu Dhabi
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it support engineer
Only for registered members Abu Dhabi
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IT Support Engineer
Only for registered members Abu Dhabi
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Support Engineer
Only for registered members Abu Dhabi
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Support Engineer
Only for registered members Abu Dhabi
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IT Support Engineer
Only for registered members Abu Dhabi
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Sr. Support Engineer
Only for registered members Abu Dhabi, Abu Dhabi Emirate
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IT Support Engineer
Only for registered members Abu Dhabi
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Technical Support Engineer
Full time Only for registered members Abu Dhabi Municipality
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IT Support Engineer
Only for registered members Abu Dhabi
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Field Support Engineer
Only for registered members Abu Dhabi
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Technical Support Engineer
Only for registered members Abu Dhabi
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Technical Support Engineer
Only for registered members Abu Dhabi
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Technical Support Engineer
Full time Only for registered members Abu Dhabi Municipality
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Technical Support Engineer
Full time Only for registered members Abu Dhabi Municipality