Senior Application Support Engineer

تكامل القابضة; Riyadh; On-site; SAR 120,000 - 150,000; Full time

Job summary

A leading company in application support is seeking a Senior Application Support Engineer to provide L2 support for business-critical applications. The role involves troubleshooting, incident management, and ensuring application usability. Candidates should have a Bachelor's degree in a relevant field and 2–4 years of experience in an L2 role. Strong analytical skills, communication abilities, and teamwork are essential. Familiarity with ITSM tools and basic SQL skills are also required. The position is based in Riyadh, Saudi Arabia.

Qualifications

• 2–4 years of experience in Application Support, IT Operations, or a similar L2 role.
• Experience with ticketing/ITSM tools is required.

Responsibilities

• Perform functional and technical troubleshooting for application incidents.
• Handle standard service requests and ensure changes are performed safely.
• Conduct daily operational checks and proactively open incidents if necessary.
• Maintain and improve support documentation and knowledge base articles.
• Collaborate closely with SRE, Development, and business stakeholders.

Skills

L2 support

Basic SQL skills

Analytical and problem-solving skills

Clear communication

Team player

Education

Bachelor's degree in Computer Science, Information Systems, Engineering, or equivalent

Tools

ServiceNow

JIRA Service Management

BMC Remedy

Grafana

Kibana

Datadog

Job description

Job Description

The Senior Application Support Engineer is responsible for L2 support of business‑critical applications. The role focuses on incident resolution, request fulfilment, and ensuring the day‑to‑day stability and usability of applications. This is a non‑development role that works closely with SRE, Development, and business stakeholders.

Key Responsibilities

L2 Incident Management

• Act as L2 escalation point for application incidents raised by L1/Service Desk or business users.
• Perform functional and technical troubleshooting using logs, dashboards, and runbooks.
• Resolve known issues and apply documented workarounds within defined procedures.
• Escalate incidents to SRE or Development with clear technical evidence (logs, timestamps, impact, steps to reproduce).
• Own incidents from a user perspective until closure, even when other teams are involved.

Request Fulfilment (BAU Changes)

• Handle standard service requests such as user access changes, configuration changes, and data corrections using approved tools and UIs.
• Validate requests (authorizations, approvals) according to defined policies.
• Ensure changes are performed safely and logged according to IT and audit requirements.

Monitoring & Operational Checks

• Perform daily/shift‑based operational checks on applications using monitoring and dashboards provided by SRE/Dev.
• Proactively open incidents when anomalies are detected (before users are impacted).
• Track and follow up on scheduled jobs, interfaces, and critical business processes.

Knowledge & Documentation

• Maintain and improve support runbooks, troubleshooting guides, and internal knowledge base articles.
• Contribute to user‑facing FAQs and simple “how‑to” documentation in collaboration with Product/Application Owners.

Collaboration

• Work closely with:
  • SRE Team on incident handling, monitoring improvements, and reliability topics.
  • Development Teams on defects, root cause analysis, and post‑release issues.
  • Business Stakeholders to communicate incident status, impacts, and resolutions.

Compliance & Process

• Adhere to ITSM processes (Incident, Request, Problem, Change).
• Respect segregation‑of‑duties, security, and compliance requirements at all times.
• Participate in post‑incident reviews and provide operational inputs.

Job Requirements

Qualifications & Experience

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent; or equivalent practical experience.
• 2–4 years of experience in Application Support, IT Operations, or a similar L2 role in an enterprise environment.
• Experience working ticketing/ITSM tools (e.g., ServiceNow, JIRA Service Management, BMC Remedy, etc.).

Skills & Competencies

Technical

• Good understanding of web applications, APIs, and databases at a conceptual level.
• Ability to read and interpret application logs and basic metrics (latency, error rates, CPU, memory, etc.).
• Basic SQL skills (mainly for read‑only queries and troubleshooting; no schema change responsibility).
• Familiarity with monitoring tools (e.g., Grafana, Kibana, Datadog, or similar) is a plus.

Functional & Analytical

• Strong analytical and problem‑solving skills.
• Ability to quickly understand business processes supported by the applications.

Soft Skills

• Clear and professional communication, especially when dealing with non‑technical users.
• Strong sense of ownership and customer service mindset.
• Ability to work under pressure during incidents and in on‑call/shift patterns if required.
• Team player, collaborative mindset with SRE and Dev teams.