الوصف الوظيفي
Support is engineering under time pressure—with a human on the other side.
ErthDev is looking for a Technical Support Engineer to help clients and internal teams diagnose issues, restore service, and improve product reliability after launch.
You'll handle L1/L2 support for products we build and maintain.
What you'll do
- Triage and resolve technical support requests.
- Reproduce issues and gather clear diagnostic information.
- Work with engineering to escalate and resolve defects.
- Maintain known-issue documentation and runbooks.
- Communicate status clearly to clients and internal stakeholders.
- Monitor recurring issues and propose product or ops improvements.
- Support releases with verification and rollback awareness.
- Handle access, environment, and configuration questions carefully.
- Protect client confidentiality and production safety.
- Improve support quality metrics over time.
Support at ErthDev
Support is not a ticket factory.
It is part of product quality and client trust—especially for maintenance and retainer work.
What you'll get
- Fully remote work from Egypt
- Flexible working hours with collaboration overlap
- Cairo office access when needed
- Paid annual leave and sick leave
- Performance bonuses and annual salary reviews
- Learning and development support
- Courses and certifications
- Conference opportunities
- Equipment and internet support
- Medical insurance
- Mentorship and career growth
- Exposure to projects across different industries
Hiring process
Application → Initial Conversation → Support Scenario → Interview → Final Conversation → Offer
If you enjoy solving problems while protecting the user's confidence, we'd like to meet you.
Apply through LinkedIn Easy Apply or the ErthDev careers page.
المتطلبات
What we're looking for
- Strong troubleshooting skills across web applications and APIs.
- Comfortable reading logs and technical documentation.
- Clear, calm communication with frustrated users.
- Basic understanding of databases, HTTP, and cloud environments.
- Ability to prioritize severity and impact.
- Discipline with documentation and follow-up.
- Willingness to learn product domains quickly.
- Professional ownership of unresolved issues.
Experience with helpdesk tools, SaaS support, SQL, browser debugging, and on-call/support rotations is a plus.
