Support Engineer - Payment System

We are seeking Support Engineers to join our operations and support team responsible for ensuring smooth, continuous operations of the Payment System across production and high-availability environments.

Job Responsibilities

• Monitor the Payment System services and infrastructure to ensure high availability and optimal performance.
• Perform incident management, log analysis, and initial troubleshooting for application, database, or integration issues.
• Coordinate with internal Rootware teams (Integration, DBA, DevOps, Security) and client-side teams for issue resolution.
• Support daily operational activities, including bill uploads, payment notifications, reconciliation, and report validation.
• Participate in post-production support, including SLA-based issue handling and scheduled maintenance.
• Ensure compliance with Rootware and SEC’s security and operational standards.
• Maintain system documentation, SOPs, and incident logs.
• Participate in shift-based 24x7 operations support when required.

Requirements

Qualifications & Skills

• Bachelor's degree in computer science, Information Technology, or a related field.
• 2–3 years of experience in application or system support (fresh graduates with strong fundamentals may also apply).
• Strong understanding of IT systems, APIs, databases (MS SQL preferred), and networking basics.
• Familiarity with Linux environments (RHEL) and web-based applications.
• Excellent problem-solving, analytical, and communication skills.
• Proficiency in English and Arabic (written and spoken) is mandatory;
• Ability to work in a collaborative, fast-paced environment supporting enterprise systems.

Preferred Experience (Plus)

• Experience supporting payment or financial systems.
• Knowledge of payment methods and related workflows.
• Knowledge of webMethods or similar integration platforms.
• Exposure to monitoring tools (e.g., AppDynamics, Grafana, or ELK).