Support Engineer 3, Engineering

Job Details

Description

For nearly 25 years, Archer has been a pioneer and a trusted global leader in delivering comprehensive compliance and risk management solutions to empower organizations to effectively navigate risks, ensure compliance, and achieve their business objectives. Our innovative GRC solutions are designed to provide companies with a clear, unified perspective on their risk landscape and enable data-driven decision-making and strategic planning. By leveraging cutting-edge technologies such as AI and risk quantification, we equip our clients to anticipate, adapt to, and overcome challenges in today’s rapidly evolving market. At Archer, we don’t just help organizations manage risk — we help our clients transform risk into a strategic advantage and turn uncertainty into opportunity. Learn more at www.ArcherIRM.com

Role Purpose

The Engineering Support Engineer acts as the technical bridge between customers and engineering teams , ensuring timely resolution of complex technical issues, improving product reliability, and contributing to continuous service and process improvement. This role combines deep technical troubleshooting with strong communication and collaboration skills.

Key Responsibilities

• Technical Support & Incident Resolution
• Investigate, troubleshoot, and resolve complex technical issues escalated from Customer Support or internal teams
• Analyze logs, configurations, APIs, and system behavior to identify root causes
• Provide workarounds, fixes, or recommendations while coordinating permanent solutions
• Own incidents end-to-end, from triage through resolution and post-incident follow-up
• Customer & Stakeholder Communication
• Act as the technical voice of the customer internally
• Communicate clearly with customers on issue status, impact, and resolution steps
• Translate technical findings into clear, customer-friendly explanations
• Participate in critical customer calls when needed
• Collaboration with Engineering & SaaS Teams
• Work closely with Engineering, Product, and SaaS teams to escalate bugs and enhancements
• Provide detailed bug reports including reproduction steps, logs, and impact analysis
• Support release validation, hotfix testing, and post-release monitoring
• Participate in cross-team knowledge-sharing sessions
• Documentation & Knowledge Management
• Create and maintain technical documentation, runbooks, and troubleshooting guides
• Contribute to internal knowledge bases to reduce recurring issues
• Process & Service Improvement
• Identify recurring issues and propose process, tooling, or automation improvements
  
  

Support improvements in incident response, escalation flows, and monitoring

Archer is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Archer are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), age, disability, sexual orientation, gender identity, and/or expression, marital, civil union or domestic partnership status, protected veteran status, genetic information, or any other characteristic protected by federal, state or local laws. Archer will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. All Archer employees are expected to support this policy and contribute to an environment of equal opportunity.

If you need a reasonable accommodation during the application process, please contact talent-acquisition@archerirm.com. All employees must be legally authorized to work in Egypt. Archer participates in E-Verify. Archer and its approved consultants will never ask you for a fee to process or consider your application for a career with Archer. Archer reserves the right to amend or withdraw any job posting at any time, including before the advertised closing date.