Support Developer

Overview

• Abu Dhabi, Abu Dhabi, United Arab Emirates (Alef_Abu_Dhabi)

• Office - Flexible

• Fulltime
• Who we are
• Alef Education began with a bold idea: that every learner deserves a personalised and meaningful education experience.
• What started in 2016 as a small pilot programme in Abu Dhabi has evolved into one of the world’s most dynamic EdTech companies—reshaping how millions of students engage with learning across the globe.
• Today, Alef is proudly headquartered in the UAE, working hand-in-hand with ministries of education, schools, and teachers to bring smart, data-powered platforms into classrooms in over 14,000 schools.
• Supporting over 1.1 million students and 50,000 teachers across the UAE, Indonesia & Morocco our AI-driven platforms generate 16+ million data points every day, helping drive smarter learning decisions.
• Whether it’s improving national exam results, boosting classroom engagement, or supporting educators with world-class tools, Alef is committed to impact at scale.
• In 2024, Alef made history as the first EdTech company to list on the Abu Dhabi Securities Exchange (ADX), cementing our role as a regional innovator with global reach.

About The Role

Key Responsibilities

• Planning on call/ on support rotations.
• Handle level 3 incidents in the application platform incidents.
• Conduct functional test after each release.
• Monitor application status.
• Triaging incidents and assigning it the right priority and context details.
• Delegating and coordinating between the different software engineers until the reported incident is resolved.
• Suggest and provide solutions around areas to improve within the application support.
• Communicating platform incidents, outages, releases with the appropriate stakeholders.
• Setting up and configuring, monitoring tools, configuring thresholds, integrating incident notification tools.
• Implement and maintain automation solutions for support services and tools.
• Implement new features in Alef Eye according to requirement.
• Sending release notices for planned releases.
• Generate ticket reporting.

To Be The Right Fit, You'll Need

• Bachelor's degree in Computer Science, Software Engineering or related preferred.
• Minimum 2 years of relevant experience.
• Incident management, problem management and request management experience.
• An ability to communicate technical concepts to a non-technical audience.
• Experience in collaborating with internal and external teams/depts.
• High level of agility and proactivity.
• Ability to work under high pressure and maintain high level of availability.
• Self Driven and Customer centric.
• Strong focus on ownership of issues and commitment to resolving them.
• Ability to quickly research and learn new programming tools and techniques.
• Solving complex problems and analyzing root cause.
• Familiarity incident management tools (OpsGenie, PagerDuty, xMatters etc.)
• Familiarity with software management tools (as Jira)
• Fluency in English and Arabic
• What we offer
• We believe our people are our greatest advantage.
• We value curiosity, purpose, and the drive to make a real difference.
• When you join Alef, you join a mission — and a team that’s just as passionate about transforming education as you are.
• Here’s a glimpse of what we offer:
• Annual flight allowance
• Annual performance bonus
• Education allowance
• Life insurance
• Enhanced leave policy
• A hybrid work model and up to 40 remote working days per year to work from anywhere (with flexibility built in)
• At Alef, we don’t just imagine a better future for education.
• We build it — together.