Support Engineer I

Support Engineer I

Do you want to love what you do at work? Do you want to make a difference, an impact, and transform people's 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 I, you'll be part of the first line of defense for the webook ecosystem. You'll monitor live systems, respond to alerts, log incidents, and provide quick, effective triage for any issues affecting partners, operations, or users. You'll work closely with Level 2 and Level 3 engineers to ensure problems are escalated correctly and resolved fast helping to keep our booking, POS, and event systems stable, available, and trusted around the clock.

Key Responsibilities

• Monitor live systems, dashboards, and alerting tools (booking, check-in, POS, API gateways, etc.).
• Perform initial triage and root cause identification for reported issues.
• Log, categorize, and prioritize incidents in the service desk system.
• Communicate with internal teams (Event Ops, Client Solutions, etc.) to confirm issue details and status.
• Follow documented runbooks to resolve known issues quickly and safely.
• Escalate unresolved or critical incidents to Level 2 or engineering (L3) teams according to SLAs.
• Provide regular updates on ticket progress and incident resolution.
• Document resolutions and contribute to knowledge base improvements.

• Support on-site operations during major live events as needed.