IT Operations & Digital Support Engineer
CME · Egypt
- Hybrid
- Full-time
- $100,000 / year
- Egypt
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Job highlights
- Provide high-level technical support for digital platforms.
- Own incident resolution and drive proactive monitoring.
- Support SAP CIAM and customer identity workflows.
- Utilize Linux, SQL, and monitoring tools for diagnostics.
- Develop automation with Python and Power Automate.
About the role
About the Role
The Digital Support Engineer is responsible for providing high-level technical support across CME’s digital ecosystem, ensuring the reliability, performance, and security of mobile applications, web platforms, and customer identity workflows. This role owns incident resolution end-to-end, drives proactive monitoring and automation initiatives, and continuously improves operational stability and MTTR.
Key Responsibilities
- Administer and support the SAP Customer Data Cloud (CIAM) platform to manage customer identities, profiles, and consent preferences.
- Troubleshoot customer registration, login, and social authentication flows to ensure a seamless user experience across digital properties.
- Ensure all identity and access workflows comply with global data privacy and security regulations.
- Provide remote technical support to identify, troubleshoot, and resolve software and system issues across retail and digital platforms.
- Access and manage remote systems using PuTTY and WinSCP to perform diagnostics, retrieve logs, and update system configurations.
- Utilize Linux commands to manage file permissions, processes, and environment variables during investigations.
- Execute ad-hoc SQL queries on DB2, MySQL, and SQL Server databases to investigate data inconsistencies and missing records.
- Support digital applications including Same Day Delivery platforms and mobile applications.
- Utilize Dynatrace for full-stack monitoring, including application performance, CPU and memory usage, and database health.
- Maintain full incident ownership from detection through resolution, ensuring adherence to defined SLAs (6–9 hour targets).
- Participate in Major Incident bridges, providing clear technical context, progress updates, and resolution status.
- Develop automation workflows using Python and Power Automate to streamline monitoring, alerting, and repetitive operational tasks.
- Identify recurring systemic issues and collaborate with cross-functional teams to implement permanent corrective actions.
- Drive continuous improvement initiatives focused on reducing Mean Time to Resolve (MTTR) and improving platform stability.
Requirements
- Bachelor’s degree in Computer Science, Software Engineering, or a related field.
- Minimum of 4+ years of experience in a technical support, digital operations, or system support engineering role.
- Strong proficiency in Linux operating systems, including process handling, file permissions, and environment variables.
- Ability to write and execute ad-hoc SQL queries for troubleshooting and data validation purposes.
- Hands-on experience with monitoring and observability tools, preferably Dynatrace.
- Experience using PuTTY, WinSCP, and Jira for system access, diagnostics, and incident tracking.
- Solid understanding of XML structures and API integrations.
- Experience supporting digital and mobile platforms in a production environment.
- Familiarity with automation tools such as Python, Power Automate, or Power BI is considered a plus.
- Knowledge of retail technologies and Point-of-Sale (POS) systems is a plus.
- Hands-on experience with SAP Customer Data Cloud (CIAM), including user schema and authentication flow management, is a strong advantage.
- Ability to work in a rotational schedule supporting a 16-hour daily digital coverage window, 7 days per week.
- Excellent English communication skills, both written and verbal, for documentation and incident management.
Key Skills/Competency
- IT Operations
- Digital Support
- SAP Customer Data Cloud (CIAM)
- Linux
- SQL
- Dynatrace
- Python
- PuTTY
- WinSCP
- Incident Resolution
Skills & topics
- IT Operations
- Digital Support
- System Engineer
- SAP CIAM
- Linux
- SQL
- Dynatrace
- Python
- PuTTY
- Incident Management
- Technical Support
- Application Support
- Cloud Support
- Customer Identity
How to get hired
- Tailor your resume: Highlight your experience with Linux, SQL, SAP CIAM, and monitoring tools like Dynatrace. Emphasize your incident resolution skills and any automation experience.
- Showcase relevant experience: Detail your background in technical support, digital operations, and system administration, specifically mentioning PuTTY, WinSCP, and Jira.
- Prepare for technical questions: Be ready to discuss your troubleshooting process for common digital platform issues and your familiarity with CIAM functionalities.
- Demonstrate communication skills: Practice explaining complex technical issues clearly and concisely, as effective communication is crucial for incident management and collaboration.
- Highlight automation interest: If you have experience or interest in Python or Power Automate, make sure to mention it, as this is a plus for the role.
Technical preparation
Master Linux commands and system administration.,Practice writing SQL queries for data validation.,Familiarize with Dynatrace for monitoring concepts.,Review SAP CIAM authentication and schema management.
Behavioral questions
Describe a complex incident you resolved.,How do you handle competing priorities?,Tell me about a time you improved a process.,How do you collaborate with other teams?
Frequently asked questions
- What specific experience with SAP Customer Data Cloud (CIAM) is most valued for the IT Operations & Digital Support Engineer role at CME?
- For the IT Operations & Digital Support Engineer position at CME, hands-on experience with SAP Customer Data Cloud (CIAM) is a strong advantage. This includes managing user schemas and troubleshooting authentication flows, ensuring a seamless user experience across CME's digital properties.
- What kind of technical support responsibilities can I expect as a Digital Support Engineer at CME?
- As a Digital Support Engineer at CME, you will provide high-level remote technical support for mobile applications, web platforms, and customer identity workflows. This involves incident resolution, proactive monitoring, troubleshooting registration and login issues, and ensuring compliance with data privacy regulations.
- How important are Linux and SQL skills for this IT Operations & Digital Support Engineer role at CME?
- Linux and SQL skills are crucial for the IT Operations & Digital Support Engineer role at CME. You'll use Linux commands for system diagnostics and file management, and execute ad-hoc SQL queries on DB2, MySQL, and SQL Server for data validation and troubleshooting.
- Does CME offer opportunities for automation development in the Digital Support Engineer position?
- Yes, CME values automation. As a Digital Support Engineer, you will have the opportunity to develop automation workflows using Python and Power Automate to streamline monitoring, alerting, and repetitive operational tasks, contributing to improved efficiency.
- What is the typical incident resolution SLA for a Digital Support Engineer at CME?
- For the Digital Support Engineer role at CME, the incident resolution SLA targets are typically between 6 to 9 hours. Maintaining full incident ownership from detection through resolution is a key responsibility.
- Is experience with Dynatrace required for the IT Operations & Digital Support Engineer role at CME?
- While hands-on experience with monitoring and observability tools is required, and Dynatrace is preferred for the IT Operations & Digital Support Engineer role at CME. You will use it for full-stack monitoring, including application performance and database health.
- What does CME look for in candidates for their Digital Support Engineer positions regarding communication skills?
- CME seeks excellent English communication skills, both written and verbal, for their Digital Support Engineers. This is essential for effective documentation, clear technical context during major incidents, and collaborating with cross-functional teams.