Job Description

Job Title

Backend User Success Engineer

Job Summary

We are looking for a Backend User Success Engineer to support the User Success team in diagnosing
and resolving complex technical issues in ICT and client-server model deployments. This role acts as
a technical extension of the User Success Associate, focusing on backend systems, databases,
servers, and infrastructure-level root cause analysis.
The role goes beyond basic troubleshooting and focuses on identifying underlying system, network,
database, or deployment issues that impact end-user experience. The ideal candidate is comfortable
working with Linux and Windows servers, understands client-server architectures, and can support
database backup, restore, and recovery operations.

Key Responsibilities

1. User Success Technical Enablement
Act as a technical support layer for User Success Associates for backend and infrastructure-related
issues.
Assist in diagnosing complex user issues that cannot be resolved at the application or UI level.
Help translate user-reported problems into technical root causes.
Ensure backend issues are resolved in a way that improves long-term user experience.

2. Root Cause Analysis (ICT & Client-Server Deployments)
Analyze issues in ICT and client-server model deployments including server, network, and database
layers.
Identify root causes behind recurring or high-impact user issues.
Support troubleshooting across application, OS, database, and network layers.
Provide clear explanations and remediation steps to User Success and engineering teams.

3. System & OS-Level Support
Troubleshoot Linux (Ubuntu) and Windows server issues impacting application performance or
availability.
Install, configure, and recover systems when required.
Monitor system resources (CPU, memory, disk) and identify bottlenecks.
Support basic automation using shell scripts where applicable.

4. Database Backup, Restore & Recovery
Perform database backup and restore operations in both Linux and Windows environments.
Assist in database recovery during system failures or data issues.
Verify backup integrity and ensure data consistency.
Document standard operating procedures for backup and restore processes.

5. Deployment, Containers & Environment Support
Support application deployments in on-premise or client-server environments.
Troubleshoot environment configuration and dependency-related issues.
Work with containerized applications; knowledge of Docker is a strong plus.
Assist in improving deployment reliability and repeatability.

6. Escalation & Cross-Team Collaboration
Work closely with User Success Associates to resolve escalated technical issues.
Collaborate with backend, DevOps, and engineering teams for deeper investigations.
Escalate critical infrastructure or data-related issues with proper context and logs.
Track issues to closure and ensure learnings are shared.

7. Documentation & Knowledge Sharing
Document common backend and deployment-related issues and solutions.
Create troubleshooting guides to help User Success Associates handle issues faster.
Contribute to internal knowledge bases and runbooks.
Support onboarding and technical enablement of User Success team members.

Required Skills

Strong understanding of client-server architecture and ICT deployments
Hands-on experience with Linux (Ubuntu) and Windows environments
Mandatory knowledge of database backup and restore processes
Ability to troubleshoot backend, system, and database-level issues
Basic knowledge of networking (IP, ports, connectivity, firewall concepts)
Familiarity with shell scripting

Strong analytical and root-cause problem-solving mindset
Clear communication skills to explain technical issues in simple terms
Ability to work collaboratively with User Success and engineering teams

Preferred Skills

Experience with Docker or containerized deployments
Basic knowledge of Python
Exposure to on-premise, school, or institutional deployments
Experience supporting field or remote technical teams

Preferred Background

1-3 years of experience in backend support, system support, DevOps support, or technical support
roles
Experience working in client-server or on-premise environments
BCA, BSc IT, Diploma, or similar technical background preferred

What Success Looks Like in This Role

User Success Associates can quickly identify and resolve issues with backend support
Faster and more accurate root cause identification for user-reported problems
Reduced recurring issues in ICT and client-server deployments
Reliable database backups and successful recovery when needed
Clear documentation that improves frontline support effectiveness
Strong collaboration between User Success, backend, and engineering teams