Job Title Backend User Success EngineerJob 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 Transparent documentation that improves frontline support effectiveness Strong collaboration between User Success backend and engineering teams