Level 2 Application Support Engineer | Mubtech | Riyadh, Saudi Arabia

Mubtech; Riyadh; On-site; SAR 180,000 - 260,000; Full time

Job summary

Mubtech is seeking an experienced Level 2 Application Support Engineer to ensure production stability and seamless IT service delivery on-site in Riyadh, Saudi Arabia. You will handle complex incidents, perform RCA, monitor systems, and collaborate with DevOps and engineering squads to maintain high availability.

Ideal candidates possess 3–4+ years in application support, native Arabic fluency with strong English, and solid SQL/database skills.

Qualifications

• Bachelor’s degree or equivalent in Computer Science, Software Engineering, Information Technology, or related field
• 3–4+ years of hands-on experience in Level 2 application support, production systems maintenance, or software engineering
• Native Arabic speaker with professional English communication
• Strong experience in enterprise application troubleshooting, log analysis, and incident management platforms
• Relational databases and SQL queries; server-side debugging
• Familiarity with ITIL frameworks, ticketing systems, and service desk methodologies
• Legal work authorization and on-site availability in Riyadh, Saudi Arabia

Responsibilities

• Provide Level 2 technical support, rapid incident triage, and root-cause analysis for mission-critical enterprise applications
• Monitor production systems health, logs, and alerts to prevent bottlenecks
• Troubleshoot and resolve complex software defects and integration anomalies
• Coordinate patches and updates with software engineering/DevOps without service disruption
• Document incident resolutions, knowledge base articles, and audit trails
• Ensure SLA compliance and ITIL incident management adherence
• Collaborate with client stakeholders, IT teams, and external vendors
• Participate in on-site support rotations and maintenance windows

Skills

Arabic fluency

English proficiency

Incident management

Root cause analysis

Analytical problem solving

Customer-facing communication

On-site availability

Education

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

Tools

SQL queries

ServiceNow

Jira

Zendesk

Dynatrace

Datadog

ELK

Job description

Position Summary:

Driving advanced application support, production systems stability, and enterprise IT service delivery in Riyadh, Saudi Arabia, Mubtech is actively seeking an accomplished Level 2 Application Support Engineer for a permanent full-time on‑site professional engagement. In this vital technical role, you will diagnose and resolve complex production incidents, maintain robust application performance, and provide expert L2 technical support across mission‑critical enterprise systems. Bringing 3 to 4+ years of progressive professional experience in application support and software engineering, you will empower global enterprise operations to achieve uncompromised system reliability, rapid incident resolution, and technological excellence. This prestigious career opportunity offers competitive remuneration, high technical visibility, and professional growth within a premier global information technology and digital transformation enterprise.

Detailed Job Description:

As a Level 2 Application Support Engineer supporting Mubtech on an on‑site basis in Riyadh, Saudi Arabia, you will take full operational, tactical, and technical ownership of production incident triage, root‑cause analysis (RCA), system monitoring, and service level agreement (SLA) compliance. Your day‑to‑day responsibilities include troubleshooting complex software defects, coordinating with development squads, managing support ticket lifecycles, ensuring seamless application availability for native Arabic‑speaking users with strong English communication capabilities, and collaborating directly with multidisciplinary engineering squads and human resources leaders like Fahad Al Shehri.

Key Responsibilities:

• Provide expert Level 2 (L2) technical support, rapid incident triage, and root‑cause analysis for mission‑critical enterprise applications.
• Monitor production systems health, performance metrics, log files, and automated alerts to preempt potential operational bottlenecks.
• Troubleshoot, diagnose, and resolve complex software defects, database queries, and integration anomalies promptly.
• Coordinate with software engineering and DevOps squads to deploy patches, hotfixes, and system updates without service disruption.
• Maintain meticulous documentation of incident resolution steps, knowledge base articles, error logs, and system audit trails.
• Ensure strict adherence to service level agreements (SLAs), operational KPI targets, and ITIL incident management frameworks.
• Collaborate seamlessly with client stakeholders, internal IT support teams, and external technology vendors.
• Participate in rotational on‑site support and scheduled maintenance windows for enterprise software deployments.

Required Qualifications & Skills:

• Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or an equivalent technical field.
• Minimum of 3 to 4+ years of progressive professional hands‑on experience in Level 2 application support, production systems maintenance, or software engineering.
• Mandatory native Arabic speaker fluency with a professional command of written and spoken English.
• Strong, demonstrable operational expertise in enterprise application troubleshooting, log analysis, and incident management platforms.
• Comprehensive working knowledge and practical proficiency in relational databases, SQL queries, and server‑side debugging.
• Deep practical experience in ITIL frameworks, ticket tracking systems, and service desk methodologies.
• Exceptional analytical problem‑solving aptitude, meticulous attention to detail, and professional customer‑facing communication capabilities.
• Mandatory legal work authorization and physical availability for on‑site professional operations in Riyadh, Saudi Arabia.

Nice‑to‑Have Skills:

• Professional ITIL Foundation or application support certifications.
• Prior professional working experience in top‑tier multinational software product companies, financial institutions, or enterprise IT service providers.
• Hands‑on familiarity with cloud monitoring and observability stacks (Dynatrace, AppDynamics, Datadog, or ELK).
• Experience utilizing enterprise IT service management ticketing platforms (ServiceNow, Jira, Zendesk).
• Active participation in regional IT professional associations and technical support communities.

Application Information:

• Recruiter: Mubtech Recruitment Division
• Contact Name: Fahad Al Shehri (Executive HR Leader – People Strategy & Organizational Transformation)
• Email: [e-mail]
• Phone:
• Company Website: https://www.mubtech.sa
• Salary/Rate: Market Competitive / Enterprise Information Technology Package
• Deadline: Open until filled (Urgent Riyadh Level 2 Application Support Opening)
• Notice Period: Immediate to 30 Days Preferred
• Contract Duration: Permanent / Full‑Time On‑Site Engagement (Riyadh, Saudi Arabia)

Recruitment Pro Tip:

When applying for this Level 2 Application Support Engineer position through Mubtech, ensure your resume explicitly highlights your production support tenure, incident management portfolio, database troubleshooting skills, and native Arabic communication proficiency.