Support Ops
explorance· Customer Support
About this role
ONLY APPLY IF YOU RESIDE IN AMMAN JORDAN
Role Description
- Unblocking of Customer Support driven issues
- Investigate issues and provide root cause analysis
- Validating issues against product requirements
- Research issues through code, documentation and interviewing knowledge and stakeholders
- Creating action items from customer raised issues
- Providing workarounds to Customer Support driven issues
- Reporting bugs and product suggestions to product management team
- Reporting documentation improvement requests to technical writing
- Continuously contributing to the troubleshooting guide and improving internal knowledge documentation
- Propose infrastructure and system/software configuration changes to address production issues.
- Contributing to the incident report
- Escalate to proper teams in a timeframe that respect our service level agreements
What You Will Do
- Unblocking of Customer Support driven issues
- Investigate issues and provide root cause analysis
- Validating issues against product requirements
- Research issues through code, documentation and interviewing knowledge and stakeholders
- Creating action items from customer raised issues
- Providing workarounds to Customer Support driven issues
- Reporting bugs and product suggestions to product management team
- Reporting documentation improvement requests to technical writing
- Continuously contributing to the troubleshooting guide and improving internal knowledge documentation
- Propose infrastructure and system/software configuration changes to address production issues.
- Contributing to the incident report
- Escalate to proper teams in a timeframe that respect our service level agreements
Technical Skills
- Experience in supporting a .Net based web application.
- Ability to identify complex issues by debugging the application and by analyzing traces and logs and escalating it to L3 team.
- Experience in writing T-SQL Queries, Stored Procedures, Functions etc. to investigate and fix issues.
- Experience in creating Scripts using PowerShell to automate recurring/scheduled tasks and/or facilitate handoff.
- Experience in Server-side languages like C#, NET Core, an open-source web development framework | .NET is an added advantage.
- Be proficient with JIRA to assign requests to other support/dev teams, track or follow up on requests.
- Effectively time management and Prioritization skills in order to meet high level of service.
- Understanding of Software Architectures and API Designs.
- Understanding of Distributed Systems Designs
- Understanding of SDLC (Software development Life Cycle)
- Understanding of Software Quality best practices
- Understanding of System administration and networking
Soft Skills
- You are hardworking and eagerly embrace the challenge of solving problems, both with software and soft skills.
- You are resourceful, flexible and self-accountable and persevere in the face of obstacles.
- You are an articulate communicator, proficient in both verbal and written English/language and enjoy crafting clear and concise messages to customers.
- You are curious about technology and software and learning how our customers use our product.
- You are a standout teammate who believes that the whole is greater than the sum of all parts.
- You are empathetic and enjoy teaching customers at all levels of technical proficiency.
- You are self-aware and are open to adapting to changing environments.
- You follow through on your commitments, and request help when needed.
Candidate Requirements
- You are hardworking and eagerly embrace the challenge of solving problems, both with software and soft skills.
- You are resourceful, flexible and self-accountable and persevere in the face of obstacles.
- You are an articulate communicator, proficient in both verbal and written English/language and enjoy crafting clear and concise messages to customers.
- You are curious about technology and software and learning how our customers use our product.
- You are empathetic and enjoy teaching customers at all levels of technical proficiency.
- You are self-aware and are open to adapting to changing environments.
- You follow through on your commitments, and request help when needed
Frequently Asked Questions
Is the salary disclosed for the Support Ops position at explorance?
The salary for this Support Ops role at explorance is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Support Ops position at explorance located?
This Support Ops role at explorance is based in Amman, Jordan. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Support Ops role at explorance full-time or part-time?
This is listed as a Full Time position. It is posted as a Support Ops role in the Customer Support department at explorance.
Which team or department does the Support Ops at explorance belong to?
This Support Ops position is part of the Customer Support department at explorance. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Support Ops position at explorance?
Click the "Apply Now" button on this page. You will be redirected to explorance's official application portal hosted on bamboohr where you can submit your application directly.
When was the Support Ops job at explorance posted?
This Support Ops position at explorance was posted on Mar 20, 2026. Apply as soon as possible — early applications are often reviewed first.
Support Ops
explorance
You'll be redirected to explorance's official application page on bamboohr.