Application Support Engineer

Infinite PL; Riyadh; On-site; SAR 120,000 - 180,000; Full time

Job summary

Infinite pl is a digital-led tech firm aiming to be a logistics pioneer. We seek an Application Support Engineer to provide Level 2 operational support for production applications, APIs, and integrations, ensuring incidents are quickly identified, investigated, resolved, or escalated.

The role is hands-on and production-focused, emphasizing availability, incident handling, proactive detection, SLA adherence, and reducing recurring incidents.

Qualifications

• Bachelor's degree in CS, Software Eng, 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/SOAP fundamentals

HTTP status codes

Integration troubleshooting

Log analysis

SQL fundamentals

Postman

Release validation

Incident documentation

Education

Bachelor's degree in Computer Science / IT / Software Engineering

Tools

AppDynamics

Grafana

Kibana

Postman

Jira/ServiceNow

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!

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.