L2 Technical Support - Software Engineer

About Jeeny:

Jeeny is a mobile application that eases daily commuting and transportation. By connecting you with your preferred mode of transportation, we are fulfilling our aim of making mobility accessible, affordable, and flexible for all.

We are a joint venture between MEIG (Middle East Internet Group), Rocket Internet, and IMENA. Jeeny was established in 2014 as Easy Taxi. However, in 2016, it was revamped as Jeeny to cater to other services. Currently, we are operational in Saudi Arabia and Jordan.

We have offices in Riyadh, Jeddah, Madinah, Dammam, Khobar, Amman, Lahore, and Karachi.

Job Description:

The L2 Technical Support – Software Engineer plays a critical role in ensuring the stability, performance, and reliability of our ride-hailing platform. This position focuses on diagnosing and resolving complex technical issues escalated from L1 support, collaborating closely with Engineering, DevOps, and Product teams, and proactively improving system workflows and performance.

This role is ideal for individuals who enjoy deep troubleshooting, root-cause analysis, and making meaningful operational improvements in a fast-paced, production-critical environment.

Duties & Responsibilities

• Investigate, debug, and resolve complex technical issues escalated from L1 support teams.
• Perform in-depth troubleshooting to identify root causes and ensure long-term fixes.
• Collaborate with Engineering, DevOps, and Product teams to resolve production issues efficiently.
• Ensure system stability, reliability, and performance across applications and services.
• Create detailed Root Cause Analysis (RCA) reports for incidents and outages.
• Run internal technical and process audits to identify risks, gaps, and improvement areas.
• Proactively identify bottlenecks, inefficiencies, and recurring issues in workflows and systems.
• Recommend and implement process, tooling, and system improvements to enhance reliability.
• Maintain clear documentation of incidents, fixes, and preventive actions.

Requirements

• BS/MS degree in Computer Science, Software Engineering, or a related field (or equivalent practical experience).
• 3+ years of experience in software engineering, L2/L3 technical support, or similar roles.
• Strong proficiency in one or more programming languages (e.g., Python, Java, C#).
• Proven experience in debugging, performance tuning, and production issue troubleshooting.
• Solid understanding of databases (SQL and NoSQL) and RESTful APIs.
• Hands-on experience with cloud platforms (AWS, Azure, or GCP).
• Practical knowledge of containerization tools such as Docker (Kubernetes is a plus).
• Strong knowledge of monitoring, logging, and alerting tools, such as ELK Stack, Prometheus, Grafana, New Relic, or similar platforms.
• Hands-on experience supporting or conducting compliance activities, including ISO 27001, SOC 2, GDPR, PDPL, and PCI-DSS, such as evidence collection, control validation, and audit support.
• Excellent analytical, problem-solving, and root-cause analysis skills.
• Strong communication skills with the ability to collaborate effectively across cross-functional teams.

Benefits

What we offer:

• Market Competitive Salary
  Hit the ground running with a salary that reflects your worth in today’s market.
• Learn & Grow
  Level up with real-world projects, cross-functional job rotations, hands-on mentorship, and expert-led sessions tailored to your growth.
• International Exposure
  Collaborate across borders with teams in KSA, Jordan, Pakistan, and UAE—experience a global career from day one.
• Health Insurance
  Full health coverage so you can focus on your goals with peace of mind.
• OPD Coverage
  Outpatient visits? We’ve got that covered for you.
• End of Service Benefit
  Loyalty pays off, long-term service comes with financial rewards.
• Dollar Adjustment Allowance
  With our dollar adjustment allowance, you can stay ahead of inflation. You’re protected against currency fluctuations, so your compensation stays consistent and fair.
• Internet Allowance
  Work, stream, and stay in the loop with monthly internet support, whether you’re learning, working, or just vibing.
• Fuel Allowance
  Fuel your daily grind with a monthly fuel allowance.
• Learning & Development Allowance
  Get a yearly budget for certifications, courses, or training—because investing in you is a no-brainer.

Company Culture
Jeeny is an equal opportunity employer. We are committed to providing a workplace where all aspects of employment are solely based on merit. We value diversity and absolutely do not discriminate in any form based on race, color, ethnicity, nationality, religion, gender, age, or mental or physical disability.