Application Support Engineer

Position Overview

We are looking for a skilled and proactive Application Support Engineer to join our dynamic team. The ideal candidate will bring at least three years of hands-on experience in providing L1/L2 support for enterprise applications, ensuring the seamless operation, performance, and availability of mission-critical systems. This role demands a strong aptitude for troubleshooting across applications, databases, and APIs, complemented by a solid development background to assist with deployments, performance tuning, and ongoing application enhancements. The successful candidate will play a pivotal role in maintaining system stability and driving continuous improvement initiatives.

Key Responsibilities

• Incident and Request Management: Deliver expert L1/L2 support by diagnosing, troubleshooting, and resolving incidents and service requests in a timely manner, ensuring adherence to service level agreements (SLAs).
• Technical Troubleshooting: Investigate and resolve application, database, and API-related issues using advanced SQL queries, monitoring tools, and diagnostic techniques to minimize downtime and restore service promptly.
• System Monitoring and Performance Optimization: Proactively monitor application health, analyze performance bottlenecks, and implement corrective actions to maintain high availability and optimal system performance.
• Cross-Functional Collaboration: Work closely with development, infrastructure, and database teams to resolve complex technical challenges, facilitate smooth deployments, and support production changes.
• Deployment and Release Support: Assist in the planning, execution, and validation of application deployments, releases, and updates, ensuring minimal disruption to business operations.
• Root Cause Analysis and Preventive Measures: Analyze application logs, system metrics, and incident data to identify root causes, document findings, and recommend preventive measures to enhance system reliability and reduce recurring issues.
• Documentation and Knowledge Sharing: Maintain accurate records of incidents, resolutions, and technical procedures to improve support efficiency and facilitate knowledge transfer across the team.
• Continuous Improvement Initiatives: Participate in process improvements, technology upgrades, and best practice implementations to elevate application performance, reliability, and user satisfaction.

Qualifications and Skills

• Education: Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related technical field.
• Experience: Minimum of three years in an Application Support or equivalent technical support role, with a proven track record in L1/L2 support for enterprise applications.
• Technical Proficiency:
  • Strong SQL skills with the ability to troubleshoot complex database-related issues.
  • Experience working with APIs and diagnosing integration challenges.
  • Familiarity with application monitoring tools (e.g., APM, logging platforms) and performance tuning techniques.
  • Development background with hands-on experience in application deployments, release management, and CI/CD pipelines.
• Soft Skills:
  • Exceptional analytical and problem-solving abilities to diagnose and resolve technical issues efficiently.
  • Strong written and verbal communication skills to collaborate effectively with technical and non-technical stakeholders.
  • Ability to work in a team-oriented environment while managing multiple priorities under pressure.
• Preferred Qualifications: Experience in ITIL-based support environments, familiarity with cloud platforms, or exposure to DevOps practices will be considered advantageous.
• Diversity and Inclusion: Saudi nationals are strongly encouraged to apply, as we are committed to fostering a diverse and inclusive workplace.