Applications Support Engineer

TotalTECH Corporation; Jeddah; On-site; SAR 72,000 - 108,000; Full time

Job summary

TotalTECH Corporation in Jeddah is seeking an Applications Support professional to serve as the first contact for user issues, log and triage requests, and perform initial troubleshooting. You will diagnose root causes, escalate complex incidents, and support production operations across shifts to ensure continuous service.

Strong SQL, ITSM, and communication skills are required. Knowledge of HIS/EMR healthcare platforms and APIs is a plus.

Qualifications

• 1+ years of experience in Applications Support or related fields.
• Based in Jeddah or willing to relocate to Jeddah, Saudi Arabia.
• Experience supporting core business applications in production environment.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to work effectively in a shift-based support environment.
• Experience working with ticketing and ITSM platforms.
• Good understanding of software development and testing lifecycles.
• Basic understanding of databases and SQL queries for investigation and troubleshooting.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Fluent in Arabic and English (spoken and written).

Responsibilities

• Serve as the first point of contact for business users regarding application issues and requests.
• Log, categorize, prioritize, and track incidents and service requests through the ITSM.
• Perform initial troubleshooting and issue analysis to identify root causes and propose resolutions.
• Troubleshoot application integrations, interfaces, and data flow issues between systems and internal/external systems.
• Analyze application logs, error messages, API responses, and system traces to identify root causes and support issue resolution.
• Escalate complex incidents to development, QA, infrastructure, or vendor support teams when required.
• Monitor application performance and proactively identify potential issues affecting business operations.
• Support users across multiple shifts to ensure continuous business operations and service availability.
• Validate fixes and enhancements before deployment to production environments.
• Assist in UAT, regression testing, and issue verification activities.
• Maintain accurate documentation including known errors, SOPs, and knowledge base articles.
• Provide user guidance, training, and support on application functionality and business processes.

Skills

Troubleshooting

ITSM systems

SQL basics

Communication skills

Shift work

Customer service

Education

Bachelor's degree in CS/IT/Software engineering

Tools

HIS/EMR platforms

APIs & integrations

Job description

” The Job Description”

1. Serve as the first point of contact for business users regarding application issues and requests.
2. Log, categorize, prioritize, and track incidents and service requests through the ITSM.
3. Perform initial troubleshooting and issue analysis to identify root causes and propose resolutions.
4. Troubleshoot application integrations, interfaces, and data flow issues between systems and internal/external systems.
5. Analyze application logs, error messages, API responses, and system traces to identify root causes and support issue resolution.
6. Escalate complex incidents to development, QA, infrastructure, or vendor support teams when required.
7. Monitor application performance and proactively identify potential issues affecting business operations.
8. Support users across multiple shifts to ensure continuous business operations and service availability.
9. Validate fixes and enhancements before deployment to production environments.
10. Assist in UAT, regression testing, and issue verification activities.
11. Maintain accurate documentation including known errors, SOPs, and knowledge base articles.
12. Provide user guidance, training, and support on application functionality and business processes.
13. Collaborate with business teams to understand incidents, requirements, and improvement opportunities.
14. Ensure adherence to established SLAs, support processes, and service quality standards.

Requirements:

• 1+ years of experience in Applications Support or related fields.
• Must be currently based in Jeddah or willing to relocate to Jeddah, Saudi Arabia.
• Experience supporting core business applications in a production environment.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to work effectively in a shift-based support environment.
• Experience working with ticketing and ITSM platforms.
• Good understanding of software development and testing lifecycles.
• Basic understanding of databases and SQL queries for investigation and troubleshooting purposes.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Strong customer service orientation and ownership mindset.
• Fluent in Arabic and English (spoken and written).
  Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field.
• Relevant certifications in application support, testing, ITIL, or healthcare applications are a plus.

Preferred Experience:

• Experience in healthcare, health insurance, or hospital environments.
• Knowledge of Hospital Information Systems (HIS), EMR/EHR platforms, or healthcare applications.
• Experience supporting customer-facing digital platforms and mobile applications.
• Familiarity with APIs, integrations, and system interfaces.

Tagged as: API, EHR, EMR, HIS, itil, itsm., QA, sops.