Senior Application Support Engineer

Takamol Holding; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading technology services company in Riyadh seeks a Senior Application Support Engineer to manage L2 support for critical business applications. The role includes incident management, request fulfilment, and operational checks, requiring a bachelor's degree in a relevant field and 2-4 years of experience in support environments. Key skills include understanding web applications, problem-solving, and effective communication with technical and non-technical users. Join a collaborative environment aimed at maintaining application stability.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, Engineering, or equivalent.
• 2–4 years of experience in Application Support or similar L2 role.
• Experience with ticketing tools like ServiceNow or JIRA.

Responsibilities

• Act as L2 escalation point for application incidents.
• Perform troubleshooting using logs and monitoring dashboards.
• Handle standard service requests and ensure changes are logged.
• Perform operational checks on applications and open incidents proactively.
• Maintain and improve documentation and knowledge base.
• Collaborate with SRE and Development Teams on incidents.

Skills

Understanding of web applications

Ability to read application logs

Basic SQL skills

Strong analytical skills

Professional communication

Customer service mindset

Education

Bachelor’s degree in Computer Science or equivalent

2–4 years of experience in Application Support

Tools

ServiceNow

JIRA Service Management

BMC Remedy

Job description

Overview

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.

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, monitoring 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 with 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.