Application Support Engineer

Lever, Inc.; Riyadh; On-site; SAR 120,000 - 210,000; Full time

Job summary

Infinite pl in Riyadh is seeking an Application Support Engineer to provide Level 2 operational support for production applications, APIs, integrations, and business transactions. You will identify incidents, investigate root causes, and coordinate resolutions with cross-functional teams.

The role emphasizes production availability, proactive monitoring, and efficient incident handling in a fast-paced logistics tech environment, with opportunities to improve runbooks, tooling, and SLA adherence.

Qualifications

• Bachelor's degree in Computer Science, Software Engineering, IT, or equivalent.
• Experience with enterprise applications and highly integrated environments.
• Experience with API gateways or integration platforms is advantageous.
• Familiarity with AppDynamics, Grafana, Kibana, or similar tools.
• ITIL Foundation preferred.

Responsibilities

• Monitor production applications and critical business transactions.
• Investigate application errors, API failures, and integration issues.
• Analyze application logs and error codes to determine incident cause.
• Validate end-to-end transaction flows across integrated systems.
• Troubleshoot REST/SOAP APIs and application integrations.
• Perform configuration checks and identify configuration-related issues.
• Validate production services following deployments or infrastructure changes.
• Conduct release-impact assessments from an operational perspective.
• Support production incidents and major incident investigations.
• Coordinate with development, integration, database, cloud, and external teams.
• Create and manage incidents and service requests through Jira/ServiceNow.
• Document troubleshooting findings and escalation details.
• Maintain application support runbooks and known-error documentation.
• Perform business transaction validation after incident recovery.
• Support root-cause analysis and problem-management activities.

Skills

Application production support

API troubleshooting

REST fundamentals

SOAP fundamentals

Log analysis

SQL fundamentals

Postman

Jira/ServiceNow

Release validation

Incident documentation

Education

Bachelor's degree in Computer Science or related field

Tools

AppDynamics

Grafana

Kibana

Job description

Infinite pl is a digital-led tech firm driven to become a digital logistics pioneer by harnessing the power of people, data, and platforms. We are enabled through in-house, external, network, and investment capabilities that we utilize to orchestrate and build innovative platforms tackling complex problems within logistics and adjacent sectors.

Infinite pl’s mission is nothing short of a logistics revolution! We're here to enrich the experiences of governments, businesses, and residents around the world through cutting-edge digital solutions.

We're not just players; we’re game-changers.

Role Overview

We are looking for an Application Support Engineer to provide Level 2 operational support for production applications, APIs, integrations, and business transactions, ensuring incidents are quickly identified, investigated, resolved, or escalated.

The role is primarily operational and hands-on, with a focus on production availability, incident handling, proactive detection, SLA adherence, operational stability, and reduction of recurring incidents.

Key Responsibilities

• Monitor production applications and critical business transactions.
• Investigate application errors, API failures, and integration issues.
• Analyze application logs and error codes to determine incident cause.
• Validate end-to-end transaction flows across integrated systems.
• Troubleshoot REST/SOAP APIs and application integrations.
• Perform configuration checks and identify configuration-related issues.
• Validate production services following deployments or infrastructure changes.
• Conduct release-impact assessments from an operational perspective.
• Support production incidents and major incident investigations.
• Coordinate with development, integration, database, cloud, and external teams.
• Create and manage incidents and service requests through Jira/ServiceNow.
• Document troubleshooting findings and escalation details.
• Maintain application support runbooks and known-error documentation.
• Perform business transaction validation after incident recovery.
• Support root-cause analysis and problem-management activities.

Preferred Qualifications

• Bachelor's degree in Computer Science, Software Engineering, IT, or equivalent.
• Experience with enterprise applications and highly integrated environments.
• Experience with API gateways or integration platforms is advantageous.
• Familiarity with AppDynamics, Grafana, Kibana, or similar tools.
• ITIL Foundation preferred.

Required Technical / Professional Skills

• Application production support
• API troubleshooting
• REST and SOAP fundamentals
• HTTP status/error codes
• Integration troubleshooting
• Log analysis
• SQL fundamentals for investigation
• Postman or equivalent API testing tools
• Application configuration troubleshooting
• Business transaction tracing
• Jira/ServiceNow ticket management
• Release and deployment validation
• Incident and escalation documentation

Infinite pl - where innovation meets logistics, and the journey is Infinitely boundless!
Let's disrupt logistics together and explore infinite opportunities!