Support Engineer

About the Role

We are looking for a Support Engineer who is enthusiastic about technology, customer service, and performance metrics. In this role, you will help manage key technical operations and contribute to the growth of NOC and support capabilities.

Key Responsibilities

• Track the health of networks, servers, security platforms, and essential applications to spot outages and performance degradation early.
• Analyze and resolve technical incidents, partnering with other teams when cross-functional support is required.
• Create, maintain, and roll out operational processes and procedures for NOC and support workflows.
• Handle incident management activities, ensuring issues are addressed quickly and properly documented.
• Keep stakeholders and leadership updated with clear communication on incident progress and operational status.
• Look for opportunities to improve monitoring tools, technical systems, and team effectiveness.
• Carry out root cause analysis for significant incidents and service interruptions.

Requirements

• At least 3 years of experience working with NOC or technical support teams.
• Strong knowledge of networking, infrastructure, and cloud-based application monitoring, especially AWS.
• Hands-on experience with observability and metrics platforms such as ELK, CloudWatch, and Datadog.
• Exposure to container orchestration technologies such as Kubernetes or ECS.
• Practical experience with incident management processes.
• Familiarity with ticketing systems such as Jira.
• Background in L1 and L2 support environments.
• Good communication skills and the ability to work with multiple stakeholders.
• Intermediate experience managing Linux environments.
• Intermediate scripting or programming ability in Bash, Python, or .NET.
• Strong analytical thinking and problem-solving ability.
• Willingness to work outside standard hours and participate in on-call rotations.

About Snoonu

Snoonu is Qatar’s locally founded super app, built to simplify everyday life through fast delivery, shopping, and a range of other services in one platform. The company is powered by technology, supported by an international team, and focused on making daily life easier.

Mission

Snoonu aims to become the first Qatari ultra app, driving the region and its community forward through innovation and technology. The company has ambitious global goals and seeks to continuously exceed expectations.

What We Are Building

The organization’s mission is to transform how people live by using technology to connect them with new possibilities.

Values

• Customer-first thinking, where the customer remains at the center of every decision.
• Honesty, ethics, and trust in all actions.
• Curiosity and creativity to build meaningful solutions and lasting impact.
• Ownership and leadership by example.
• Smart execution focused on better, faster results.
• Collaboration and teamwork.

Perks and Work Environment

• Opportunity to work with an international, globally distributed team.
• Learning support, including budgets, courses, and development tools.
• High autonomy and ownership over your work.
• Generous leave and wellness policies designed to support time off and recovery.
• Agile ways of working across product and operations.

Recognition and Certifications

The company is certified as a Great Place to Work®, reflecting a culture that values people and empowers teams. It also holds ISO 9001:2015 and ISO 45001:2018 certifications, showing commitment to quality and workplace safety.

Community and Inclusion

The business emphasizes sustainable practices and community contribution through eco-conscious initiatives and CSR efforts. It also promotes fairness, inclusion, and equal opportunity for people from all backgrounds.

Additional Information

This role may require availability during off-hours and participation in on-call rotations. The organization encourages bold, collaborative, and values-driven teamwork.