Applications Support Engineer — ITSM & Integrations

TotalTECH Corporation

Jeddah

On-site

SAR 72,000 - 108,000

Full time

14 days+

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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.