Job Summary:
The Application Support Senior Engineer will be responsible for the stability, availability, and operational health of production applications. Acts as the L2 technical support layer between business teams and Engineering, owning issue triage, investigation, resolution, and escalation.
Job Responsibilities:
- Define technical direction and architecture across multiple products.
- Monitor application health, uptime, performance, and critical business metrics.
- Build and maintain operational dashboards using PostgreSQL and SQL Server.
- Investigate production incidents using logs, API traces, monitoring tools, and database queries.
- Troubleshoot REST APIs and webhook integrations using Postman, API dog, or similar tools.
- Resolve issues within L2 scope and escalate complex issues to Engineering with clear evidence and reproduction steps.
- Manage support tickets and incidents in line with agreed SLAs, ensuring timely updates and closure.
- Perform smoke testing and post-release verification for mobile and web releases.
- Execute routine deployments and rollbacks within defined scope.
- Conduct UAT for internal tools and new features.
- Write SQL queries across PostgreSQL, SQL Server, and MongoDB for investigation and reporting.
- Maintain runbooks and identify opportunities for automation and process improvement.
- Participate in the on-call rotation, including weekends and public holidays.
Knowledge, Skills & Experience:
- Bachelor's degree in computer science, IT, Engineering, or a related field.
- 4+ years of experience in Application Support, Production Operations, or a similar technical role.
- Strong SQL and database troubleshooting skills.
- Experience with application monitoring, dashboards, APIs, logs, and incident management.
- Experience troubleshooting REST APIs/webhooks and integrations.
- Strong analytical, problem-solving, and communication skills.
- Fluency in English and Arabic.
- Willingness to participate in on-call support.
Preferred:
- Experience supporting consumer mobile applications.
- Exposure to payment gateways, reconciliation, chargebacks, failed-transaction investigation.
- Experience with ClickUp or similar ticketing systems.
- Basic scripting skills in Python, Bash, or JavaScript.
