L2 Application Support Engineer

About CoorB

CoorB specializes in delivering cutting-edge, end-to-end solutions designed to drive process automation, elevate user experiences, and harness the power of advanced data analytics. With deep-rooted industry expertise, we empower organizations to achieve operational excellence, safeguard their IT investments for the future, and maintain a competitive advantage in the dynamic finance sector.

Our Opportunity

We are seeking a skilled L2 Application Support Engineer to serve as the primary technical escalation point within a sophisticated financial services technology ecosystem. This role is pivotal in investigating and resolving complex incidents across a diverse technology stack, including core banking and loan management systems, ERP/CRM platforms, mobile applications, middleware solutions, credit decisioning engines, BPM workflows, databases, and third-party integrations. The successful candidate will play a critical role in ensuring the stability, performance, and reliability of mission-critical financial applications.

Your Responsibilities

• Incident Resolution: Serve as the technical escalation point for incidents reported by the L1 support team, conducting thorough investigations to identify root causes and implement effective resolutions.
• Log and Trace Analysis: Analyze application logs, system traces, API payloads, and database records to diagnose issues, ensuring accurate and timely incident resolution.
• Troubleshooting Expertise: Address a wide range of technical challenges, including transaction failures, application errors, performance bottlenecks, integration failures, and authentication issues.
• Credit Decisioning Support: Investigate and resolve issues related to credit decisioning, including business rule discrepancies, code defects, and anomalies in external data sources.
• BPM Workflow Management: Diagnose and resolve issues with BPM workflows, including stuck or failed processes, and provide support for manual underwriting procedures when necessary.
• Loan and Accounting Support: Investigate and resolve issues related to loan calculations, repayment schedules, accounting discrepancies, and data consistency across systems.
• ERP/CRM Support: Provide functional and technical support for ERP, CRM, HR, and finance modules, ensuring seamless operation and alignment with business processes.
• API and Integration Troubleshooting: Diagnose and resolve API timeouts, payload errors, authentication failures, and third-party service outages, coordinating with external vendors as needed.
• Data Management: Execute SQL queries and perform approved data extractions to support investigations, reporting, and compliance requirements.
• Defect Documentation: Document confirmed software defects with detailed reproduction steps, logs, payloads, and supporting evidence, ensuring clarity for development teams.
• Escalation and Tracking: Escalate software defects to L3 support or development teams, tracking their resolution through to completion to minimize downtime and impact.

Requirements

Qualifications & Experience

• 3–5 years of hands-on experience in L2 application support, production support, or technical operations within a financial services environment.
• Proven experience supporting core banking or loan management systems such as Temenos, Finacle, Oracle FLEXCUBE, Fineract, or equivalent platforms.
• Strong proficiency in analyzing logs, traces, and API payloads using tools like GCP Operations Suite, ELK, Grafana, or similar platforms.
• In-depth understanding of REST APIs, JSON, XML, HTTP errors, and tools such as Postman for API testing and debugging.
• Experience supporting ERP and BPM platforms, preferably ERPNext or equivalent systems.
• Advanced SQL skills with a proven ability to investigate and resolve production data issues efficiently.
• Exceptional analytical, troubleshooting, documentation, and stakeholder-management capabilities.
• Fluency in both Arabic and English is mandatory to ensure effective communication across global teams and stakeholders.

Additional Requirements

• Ability to collaborate effectively with L1 support teams, infrastructure, security, vendors, and development teams to resolve complex issues.
• Willingness to provide critical incident support outside standard working hours, including evenings, weekends, and holidays, as required by business needs.
• Strong commitment to information security, adherence to production controls, and strict confidentiality of sensitive data.