Application Support Engineer - Saudi Arabia

#The position requires you to relocate to Saudi Arabia.

Xebo.ai ( Formerly Survey2connect ), a leading SaaS platform, is seeking a skilled

Application/Linux Support Engineer to join our dynamic team. The successful candidate will play a crucial role in providing support for our Linux-based applications, ensuring their seamless operation. If you have a passion for Linux systems, possess networking and SQL basics, and are eager to contribute to the success of a growing platform, we invite you to apply.

The L1/L2 agent acts as the first point of contact for incident reporting and service requests. This role ensures timely ticket logging, initial troubleshooting, and customer communication.

Key Responsibilities

• Receive incidents via email, ticketing tool / Service Now, or phone.
• Log and categorize tickets with the correct priority.
• Provide basic troubleshooting and resolution.
• Perform / Help requests with basic setup, survey design, conditional logic, collectors info, or setup, etc.
• Escalate issues to L2 per SOP.
• Communicate with clients regarding incident status.
• Ensure SLA adherence and documentation.
• Maintain knowledge base articles.

Skill Requirements

• Application troubleshooting knowledge
• Ticketing tools (ServiceNow, Jira, Zendesk)
• Communication & documentation skills
• Basic DB and log reading