Support Developer

Alef Education
Abu Dhabi
Workplace: OnsiteFull timeFunction: Software EngineeringExperience: 2+ yearsEducation: bachelorsSkills: ["Incident management","Problem management","Request management","Technical communication","Root cause analysis","Ownership","Customer centricity","Proactivity"]

Handle Level 3 incidents and requests for the Alef platform, triaging issues and coordinating with agile technical teams until resolution. Serve as the key link between operations and development by communicating releases, new features, and planned downtimes. Support post-release functional testing, monitor application health, and build automation for support services and tooling. Contribute to improving platform operations through practical, agile-minded enhancements.

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FursaFursa
Alef Education
Alef Education
1 month ago

Support Developer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 days agoStatus: Live

Job Summary

Handle Level 3 incidents and requests for the Alef platform, triaging issues and coordinating with agile technical teams until resolution. Serve as the key link between operations and development by communicating releases, new features, and planned downtimes. Support post-release functional testing, monitor application health, and build automation for support services and tooling. Contribute to improving platform operations through practical, agile-minded enhancements.
Location: Abu Dhabi
Workplace: Onsite
Employment Type: Full time
Job Function: Software Engineering
Seniority: Mid level

Key Responsibilities

  • •Handle Level 3 incidents and requests for Alef platform applications.
  • •Triage incidents, assign priority/context, and delegate/coordinate between software engineers until resolved.
  • •Plan and execute support rotations and monitor application status.
  • •Conduct functional testing after each release and help improve support processes and tools.
  • •Implement and maintain automation solutions for support services and configure monitoring/notification thresholds; send release notices and generate ticket reporting.

Pay and Benefits

Perks:Flight AllowanceAnnual BonusEducation AllowanceLife InsuranceEnhanced LeaveRemote Work

Key Requirements

  • •Bachelor’s degree in Computer Science, Software Engineering, or a related field.
  • •2+ years of relevant experience in incident, problem, and request management.
  • •Experience handling Level 3 application/platform incidents and coordinating resolution across teams.
  • •Ability to communicate technical concepts to non-technical stakeholders.
  • •Familiarity with incident management tools (e.g., OpsGenie, PagerDuty, xMatters) and software management tools (e.g., Jira).
Experience:2+ yearsEdTechEducation technology
Education:Bachelor's
Skills:Incident managementProblem managementRequest managementTechnical communicationRoot cause analysisOwnershipCustomer centricityProactivity
Languages:EnglishArabic
Tech Stack:Web developmentAPI developmentAutomationOpsGeniePagerDutyXMattersJira

Company Brief

Alef Education
Provides digital learning solutions and curriculum platforms for K-12 education, helping schools and ministries deliver personalized instruction, assessments, and analytics. The company focuses on improving learning outcomes through technology-enabled classroom and home learning tools.
Industry: EdTech
Company Size: Large (251 to 1,000 employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Abu Dhabi, United Arab Emirates
Founded: 2016
WebsiteLinkedIn