Application Support Engineer

Position : L2 Application Support Engineer Job Location : Riyadh, KSA DUTIES & RESPONSIBILITIES Incident & Problem Management: • Take ownership of incidents escalated by Level 1 and lead the investigation until resolution. • Resolve configuration issues and complex application problems directly in line with the agreed change policy. • Perform root cause analysis (RCA) for every major incident and produce clear incident reports with preventive actions. • Escalate genuine code defects to Level 3 (development team), pinpointing the exact defect, logs and evidence. • Track recurring issues through problem management until the root cause is permanently fixed. Release & Change Management: • Work with DevOps on every release and validate each change request moving from UAT to production against the release checklist. • Verify deployments after go-live and support rollback when needed. Monitoring & Service Stability: • Maintain monitoring dashboards and alerts (Grafana / Prometheus / Loki / Tempo) to detect issues before users are impacted. • Monitor application performance, APIs, integrations and databases, and act proactively on slowdowns and failures. Operations & On-Call: • Serve as the Level 2 escalation point in the weekly on-call rotation. • Meet the agreed SLAs for response and resolution according to incident severity. Knowledge & Team Support: • Create and maintain runbooks and knowledge-base articles for the supported applications. • Guide and coach Level 1 engineers and review their escalations. • Provide regular status updates to the Application Support Leader and stakeholders. QUALIFICATIONS, EXPERIENCE & SKILLS • Qualifications • Bachelor’s degree in Computer Science, Software Engineering or equivalent. • Years of Experience • 3-4+ years’ experience in application support (L2) or supporting backend development, supporting production systems. Additional Skills Technical Skills: • Good Node.js / Express: reads, debugs and fixes production code. • Git, GitLab and Jenkins Knowledge; CI/CD pipelines (deployment checks and rollback). • Strong Linux administration (services, processes, disk, memory, logs) and basic Bash scripting. • Strong database skills, especially PostgreSQL (complex queries, performance tuning); MySQL / MSSQL a plus. • Strong knowledge of APIs (REST / SOAP) and system integrations (authentication, timeouts, failures). • Load balancers, nginx and Redis (caching). • Monitoring and observability tools (Grafana, Prometheus, logs, metrics and traces). • Root cause analysis and incident reporting; ITSM / ticketing tools and SLAs. • SAP exposure is a plus. Soft Skills: • Strong ownership; works independently across many applications. • Clear communication with developers, DevOps, business and management. • Reliable for on-call shifts and calm under pressure. Language Skills • Native Arabic Language speaking and Good Command over English Language Show more Show less

Bachelor’s degree in Computer Science, Software Engineering or equivalent. 3-4+ years’ experience in application support (L2) or supporting backend development, supporting production systems.

Incident & Problem Management: Take ownership of incidents escalated by Level 1 and lead the investigation until resolution. Resolve configuration issues and complex application problems directly in line with the agreed change policy. Perform root cause analysis (RCA) for every major incident and produce clear incident reports with preventive actions. Escalate genuine code defects to Level 3 (development team), pinpointing the exact defect, logs and evidence. Track recurring issues through problem management until the root cause is permanently fixed. Release & Change Management: Work with DevOps on every release and validate each change request moving from UAT to production against the release checklist. Verify deployments after go-live and support rollback when needed. Monitoring & Service Stability: Maintain monitoring dashboards and alerts (Grafana / Prometheus / Loki / Tempo) to detect issues before users are impacted. Monitor application performance, APIs, integrations and databases, and act proactively on slowdowns and failures. Operations & On-Call: Serve as the Level 2 escalation point in the weekly on-call rotation. Meet the agreed SLAs for response and resolution according to incident severity. Knowledge & Team Support: Create and maintain runbooks and knowledge-base articles for the supported applications. Guide and coach Level 1 engineers and review their escalations. Provide regular status updates to the Application Support Leader and stakeholders.