Support Engineer

A Little Bit About Us!

At Snoonu, we believe that technology has the power to make anything possible.

Our Vision: To be the first Qatari Super App that propels the region and its community through innovation and technology. We envision a global expansion where what we do surpasses norms and limitations every time.

Our Mission: To radically transform how people live by leveraging technology to connect them with endless possibilities.

Values We Live By:

• Be Customer Obsessed: “Focus on the customer and all else will follow."
• Act with Integrity: “We are honest, ethical, and trustworthy in everything we do."
• Be Curious and Creative: “We constantly innovate and create solutions to bring a lasting positive impact."
• Lead by Example and Take Ownership: “Be the change you want to see and take ownership."
• Work Smart and Deliver Results: “You can do more by doing less, better, and faster."
• It's All About People: “Be a team player; together we are stronger."

What you'll do:

• Oversee monitoring of networks, servers, security systems, and critical applications to identify performance issues and outages.
• Investigate and troubleshoot technical problems, coordinating with other teams as needed.
• Develop, document, and implement processes and procedures for NOC and support operations.
• Manage incident response processes, ensuring prompt resolution and documentation.
• Communicate effectively with stakeholders and leadership regarding status and incidents.
• Identify opportunities for improvement in tools, systems, and team capabilities.
• Perform root cause analysis on major incidents and outages.

What you'll need:

• 3+ years experience NOC and/or technical support teams.
• Deep understanding of networking, infrastructure and application monitoring in the cloud. (AWS)
• Experience in monitoring and metrics tools (ELK, CloudWatch, Datadog, etc).
• Experience with Container orchestrator tools (K8s / ECS / etc).
• Experience in Incident management .
• Experience on ticket management tools (Jira).
• Experience in L1, L2 support.
• Excellent communication skills.
• Mid level experience managing Linux environments.
• Mid level scripting / programming skills (Bash / Python / .NET ).
• Strong analytical and problem-solving skills.
• Availability to work off-hours and on-call rotations as needed.

The ideal candidate has to be passionate for technology, customer service, and metrics. This is an opportunity to oversee critical technical operations for our organization and help shape the future of our NOC and support functions.