Backend Engineer - User Success

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 databaselayers. 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.

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.