Technical Support Engineer

Technical 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.

Key Responsibilities

• 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, Node.js) and mobile applications (e.g., iOS/Android using Swift, Kotlin, or cross-platform tools like Flutter/React Native).
• Lead and mentor a team of L2 support technicians, providing technical guidance, conducting knowledge-sharing sessions, and ensuring adherence to best practices in incident management.
• Perform in-depth 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 on-call 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.

Required Qualifications & Experience

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• At least 5 years of hands-on 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 problem-solving 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 non-technical stakeholders.

What We're Looking For

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. Experience in aviation, travel, or a similarly complex, high-availability digital environment would be a strong advantage.