We are seeking an experienced Application Support Engineer to provide Level 1 and Level 2 support for enterprise applications. The role focuses on ensuring high system availability, maintaining SLA compliance, and delivering efficient incident resolution. The ideal candidate will have a strong technical background with prior development experience and a proactive approach to troubleshooting and system improvement.
Responsibilities
- Provide L1/L2 support for enterprise applications, ensuring minimal downtime and optimal performance
- Monitor application health and ensure adherence to SLAs
- Manage incidents, service requests, and problem tickets through to resolution
- Perform root cause analysis (RCA) and implement preventive measures
- Troubleshoot issues related to applications, databases, and APIs
- Use SQL queries, HTTP diagnostics, and monitoring tools to identify and resolve problems
- Collaborate with development, QA, and infrastructure teams for issue resolution and system improvements
- Support application deployments, releases, and patch management activities
- Monitor system performance and recommend optimizations
- Maintain technical documentation, knowledge base articles, and support procedures
- Communicate effectively with stakeholders, including Arabic-speaking users and teams
Requirements
- Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related field
- 8+ years of experience in Application Support or a similar role
- Strong troubleshooting and analytical skills
- Hands-on experience with SQL and database querying
- Experience in API troubleshooting using REST and HTTP protocols
- Experience with enterprise application environments
- Familiarity with monitoring and logging tools
- Solid understanding of incident management and ITIL processes
- Fluency in Arabic and English (written and verbal)
- Background in software development is preferred
- Saudi Nationals are encouraged to apply
