York Towers is the development arm of the York Holding Group. Through continuous research and the ability to predict emerging trends, the company keeps an edge over the market. Playing a leading role in driving the successful development and diversification of one of the most vital economic sectors, York Towers is committed to creating residential products across the country that provide residents with distinctive, universal, multicultural, and enriching lifestyles. York Towers is the exclusive developer of luxury real estate worldwide. The company aims to become a leading real estate player through an efficient business model and advanced technologies used for designing and construction. Since its establishment in 2016, York Towers has delivered 20 real estate properties and runs six dynamic projects. York Towers operates eight offices in five countries across three continents.Technical Support EngineerReports to: QA LeadAbout the role We're looking for a Technical Support Engineer to be the first line of defense for platform issues across Dwelleo's bilingual real estate marketplace. You'll triage incidents, perform root cause analysis, and work closely with frontend, backend, DevOps, and AI teams to resolve and prevent problems. This role suits someone who is hands-on, methodical, and genuinely fluent with modern AI tooling to accelerate investigation and resolution.ResponsibilitiesTriage, reproduce, and resolve technical issues reported by internal teams and platform users.Perform structured Root Cause Analysis (RCA) on incidents, documenting findings and driving preventive fixes.Track, prioritize, and manage issues through Jira, maintaining clean ticket hygiene and clear status communication.Use GitHub to inspect code, reference commits/PRs, file detailed bug reports, and collaborate with developers on fixes.Understand the deployment process (staging → production) well enough to identify whether an issue is environmental, configuration-related, or a code defect.Monitor platform health and escalate critical issues per defined SLAs.Leverage AI tools and agents to speed up diagnosis, log analysis, documentation, and routine support workflows.Maintain and improve internal runbooks and troubleshooting documentation.RequirementsWorking knowledge of GitHub (branches, PRs, commit history, issue tracking).Hands-on experience with Jira for issue tracking and workflow management.Solid understanding of software deployment processes and release pipelines.Demonstrated ability to perform Root Cause Analysis and communicate findings clearly.High proficiency with AI tools and agents (e.g. LLM-based assistants, AI coding/debugging tools) used to investigate and resolve issues efficiently.Strong written and verbal communication; ability to translate technical detail for non-technical stakeholders.Comfortable reading logs and basic code to localize problems.Nice to haveFamiliarity with PHP/Laravel and/or TypeScript codebases.Exposure to PostgreSQL/MySQL, Redis, and API-based integrations.Arabic/English bilingual.