Senior Application Support Engineer

CodeNinja Inc; Saudi Arabia; On-site; SAR 150,000 - 200,000; Full time

Job summary

A global technology solutions firm in Saudi Arabia is seeking a Senior Application Support Engineer to maintain and optimize core enterprise applications. The successful candidate will leverage technical troubleshooting expertise and governance knowledge to ensure business continuity and compliance within the IT department. Responsibilities include providing Tier 2 and Tier 3 support, managing system monitoring, and aligning with various stakeholders to optimize operations.

Qualifications

• Strong knowledge in CRM, ERP, ITSM applications.
• Proven experience in managing and optimising core enterprise applications.
• Ability to diagnose and troubleshoot functional and technical issues.

Responsibilities

• Execute tasks according to IT policies and standards.
• Provide Tier 2 and Tier 3 support for applications.
• Established monitoring for system performance and compliance.

Skills

Technical troubleshooting expertise

Governance understanding (SAMA, PDPL)

Cross-functional collaboration

System performance analysis

Vendor SLAs governance

Tools

CRM systems

ERP systems

ITSM tools

SCF Platform

Job description

About CodeNinja

At CodeNinja Consulting, we are a global technology and talent solutions company partnering with enterprises worldwide to deliver digital transformation, IT governance, and end-to-end engineering excellence.

With operations across Riyadh (KSA), Lahore (Pakistan), Austin (USA), and Santiago (Chile), we bring together world-class expertise, agile teams, and innovative technology to empower businesses across industries — including banking, financial services, and enterprise IT.

Our 350+ experts have delivered 400+ successful projects across 15+ industries, driven by one mission: to build teams that build technology better.

🌐 Learn more: www.codeninjaconsulting.com

Job Summary

We are seeking a Senior Application Support Engineer to join our client’s IT Department in Riyadh. This role is responsible for maintaining, troubleshooting, and optimizing the organization’s core enterprise applications — including CRM, ERP, ITSM, SCF Platform, and risk systems.

The ideal candidate will combine strong technical troubleshooting expertise with a solid understanding of governance, compliance (SAMA, PDPL), and cross-functional collaboration. You will ensure business continuity, performance optimisation, and secure operations in a regulated environment.

Key Responsibilities

Policies, Processes & Continuous Improvement

• Execute tasks in alignment with established IT policies, procedures, and standards.
• Identify and implement continuous improvement initiatives to enhance productivity and reduce costs.
• Document processes and conduct knowledge transfer for operational consistency.
• Follow up on escalated incidents to ensure timely resolution and communication.

Application Support & Optimization

• Provide Tier 2 and Tier 3 support for CRM, ERP, ITSM, and SCF applications.
• Diagnose, troubleshoot, and resolve both functional and technical issues.
• Conduct system performance analysis and implement optimisations.
• Manage updates, patches, and upgrades, ensuring minimal downtime.

System Monitoring & Governance

• Establish and maintain system monitoring with defined thresholds and alerts.
• Govern vendor SLAs and internal performance indicators (KRIs).
• Oversee problem, capacity, availability, and demand management processes.

Risk, Compliance & Audit

• Support risk management systems and ensure regulatory compliance (SAMA, PDPL).
• Conduct system audits and vulnerability assessments for security and compliance.
• Implement and monitor internal controls to meet audit requirements.

ITSM & Process Management

• Oversee incident, problem, and change management processes within ITSM.
• Maintain and update the CMDB (Configuration Management Database).
• Develop workflow automations and process improvements through CRM and ERP modules.

Collaboration & Stakeholder Alignment

• Collaborate with Finance, Operations, and Credit teams to align business workflows.
• Manage integration projects with external platforms (e.g., credit risk, financial systems).
• Serve as the liaison between business stakeholders and technical teams, ensuring clarity and alignment.