Support Engineer II

Do you want to love what you do at work? Do you want to make a difference, an impact, and transform peoples lives? Do you want to work with a team that believes in disrupting the normal, boring, and average?

If yes, then this is the job you are looking for , webook.com is Saudi’s #1 event ticketing and experience booking platform in terms of technology, features, agility, revenue serving some of the largest mega events in the Kingdom surpassing over 2 billion in sales.  webook.com is part of the Supertech Group also consisting of UXBERT Labs, one of the best digital and user experience design agencies in the GCC, along with Kafu Games, the largest esports tournament platform in MENA. 

Role Overview :

As a Support Engineer II, you’ll act as the bridge between live operations and engineering.
You’ll manage second-line incident triage and resolution, lead root cause analysis, and continuously improve the systems and playbooks used by the TechOps team.

You’ll play a hands-on role in ensuring platform resilience and reliability, supporting both live event operations and 24/7 business-critical systems.

Key Responsibilities

• Lead Level 2 troubleshooting for platform and event operations — resolving incidents, verifying system health, and restoring service rapidly.
• Own technical escalations from L1, validating and categorizing issues for engineering teams (L3).
• Maintain and improve monitoring, alerting, and diagnostic tools.
• Perform root cause analysis and produce post-incident reports.
• Collaborate with Platform & Observability and Engineering teams to implement preventive measures.
• Maintain and evolve TechOps runbooks, escalation maps, and support automation scripts.
• Train and mentor Level 1 support engineers.
• Participate in service reviews and contribute to SLA design and continuous improvement.
• Provide on-call and event coverage as part of a rotating roster.
  

Requirements

• Bachelor’s in Computer Science or a related area .
• 3+ years of technical support, site reliability, or DevOps experience.
• Strong understanding of distributed systems, APIs, and application performance.
• Experience with logging, monitoring, and alerting tools (e.g., Datadog, Grafana, CloudWatch).
• Practical knowledge of Linux, networking, and scripting (Python, Bash).
• Strong communication and documentation skills especially in high-pressure situations.
  
  

Desirable:

• Familiarity with containerized environments (Docker, Kubernetes).
• Previous experience supporting event, e-commerce, or SaaS platforms.
• Exposure to ITIL/incident management frameworks.