Application Support Engineer

Position Overview

We are looking for a proactive and technically adept Application Support Engineer with over three years of experience in providing level 1 and level 2 support for enterprise applications. This role focuses on maintaining the reliability, performance, and availability of critical business systems. The ideal candidate should have strong troubleshooting expertise across various layers including applications, databases, and APIs, coupled with a solid foundation in development to assist with deployment, performance tuning, and ongoing application enhancement.

Primary Responsibilities

• Deliver L1 and L2 support by diagnosing and resolving incidents and service requests related to enterprise applications.
• Identify and fix issues involving applications, databases, and APIs through use of SQL queries and monitoring instrumentation.
• Continuously monitor system health and performance, addressing any degradation to uphold system stability and availability.
• Manage incidents and service requests while strictly following Service Level Agreements (SLAs).
• Work closely with development teams, infrastructure, and database personnel to resolve advanced technical problems.
• Assist in application deployment activities, including releases and production environment changes.
• Analyze application logs and system metrics to determine root causes and suggest preventative improvements.
• Create documentation for incidents, solutions, and technical processes to boost support efficiency.
• Engage in ongoing initiatives aimed at enhancing application reliability and overall system performance.

Essential Qualifications and Skills

• Bachelor's degree in Computer Science, IT, Software Engineering, or related discipline.
• Minimum three years’ experience in application support or similarly technical support roles.
• Proficient in delivering L1 and L2 support for complex enterprise software.
• Strong command of SQL for database issue troubleshooting.
• Experience with API integrations and resolving integration challenges.
• Knowledgeable in application monitoring and logging tools.
• Background in software development, understanding deployment and release management.
• Exceptional analytical abilities and problem-solving aptitude.
• Strong interpersonal and communication skills to collaborate effectively with technical teams.
• Exposure to ITIL-based support frameworks is advantageous.
• Preference given to Saudi Nationals.