Senior Application Technical Support Engineer

Emdad By Elm; Medina Province; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading technology firm in Saudi Arabia seeks a Level 2 Technical Support Engineer to provide advanced troubleshooting and manage incidents for diverse customer accounts. The ideal candidate will have over 4 years in tech support, strong skills in Windows Server, GCP, Kubernetes, and SQL. Responsibilities include incident management, system monitoring, and documentation. A Bachelor’s degree in a relevant field is preferred. This role may include on-call duties for critical issues.

Qualifications

• 4+ years in a high-pressure Technical Support, SRE, or Systems Administration role.
• Expertise in Windows Server, Linux, GCP, and Kubernetes.
• Strong knowledge of TCP/IP, HTTP/S, VPNs, SQL, and automation scripting.

Responsibilities

• Own and resolve complex L2 technical incidents within agreed SLAs.
• Proactively monitor system health and performance across environments.
• Execute sophisticated SQL queries for data investigations and reporting.
• Manage lifecycle operations including OS/Application patching.
• Handle administrative tasks requiring elevated permissions.
• Maintain high-quality technical documentation.

Skills

Expert-level Windows Server administration

Strong proficiency in Linux environments

Hands-on experience with Google Cloud Platform (GCP)

Kubernetes management skills

Strong SQL skills

Knowledge of networking protocols

Proficiency in PowerShell or Bash

Understanding of REST APIs

Education

Bachelor’s degree in Computer Science or Information Systems

Tools

Grafana

Prometheus

RabbitMQ

Wireshark

Job description

Role Summary

As a Level 2 Technical Support Engineer, you will be the technical backbone of our customer success operations. You will provide advanced troubleshooting and end-to-end incident ownership across a diverse portfolio of customer accounts. This role sits at the intersection of Support, DevOps, and Systems Administration, requiring a candidate who can navigate complex environments—from legacy Windows Servers to modern Kubernetes clusters—while maintaining strict adherence to SLAs and high customer satisfaction.

Key Responsibilities

• Advanced Incident Management: Own and resolve complex L2 technical incidents within agreed SLAs. Perform deep-dive root cause analysis across application, OS, network, and infrastructure layers.
• System Reliability & Monitoring: Proactively monitor system health, capacity, and performance across VM and Kubernetes environments. Maintain and improve Grafana/Prometheus dashboards and ELK/EFK logging stacks.
• Database Operations: Execute sophisticated SQL queries for data investigations and reporting. Safely run database migration scripts and perform data corrections in production environments.
• Infrastructure & Maintenance: Manage lifecycle operations including OS/Application patching, upgrades, and change control validation. Support CI/CD deployments and post-deployment health checks.
• Service Request Fulfillment: Handle critical administrative tasks such as user provisioning, complex account unlocks, and data-level fixes that require elevated permissions.
• Knowledge Leadership: Maintain high-quality technical documentation, runbooks, and internal knowledge base articles to shift-left common issues to L1 teams.
• Stakeholder Communication: Act as a technical liaison between customers, Account Managers, and Engineering teams, providing clear diagnostics and status updates for escalated issues.

Required Technical Skills

• Experience: 4+ years in a high-pressure Technical Support, SRE, or Systems Administration role (L2+).
• Operating Systems: Expert-level Windows Server administration (AD, DNS, IIS, Group Policy) and strong proficiency in Linux environments.
• Cloud & Orchestration: Hands-on experience with Google Cloud Platform (GCP) and Kubernetes (managing pods, services, ingress, and troubleshooting via kubectl).
• Networking: Deep understanding of TCP/IP, HTTP/S, TLS/SSL certificates, and VPNs. Proficiency with tcpdump, Wireshark, and network diagnostic tools.
• Databases: Strong SQL skills with the ability to write complex joins and scripts (MS SQL Server preferred).
• Middleware: Experience managing and troubleshooting Message Queue systems, specifically RabbitMQ.
• Automation: Proficiency in PowerShell or Bash for automating repetitive tasks (Python is a significant advantage).
• Web Technologies: Solid understanding of REST APIs, HTTP status codes, and browser developer tools.

Professional Attributes

• Problem Solver: Ability to remain calm under pressure and methodically deconstruct complex technical failures.
• Communicator: Ability to translate "deep tech" issues into business-friendly updates for clients.
• Adaptable: Quick to learn proprietary domain logic and custom application architectures.
• Availability: Willingness to participate in an on-call rotation for after-hours maintenance or critical emergencies.

Preferred Qualifications (Nice to Have)

• Developer Background: Previous experience in software development is a major plus, as it aids in code-level debugging.
• DevOps Tooling: Familiarity with CI/CD pipelines (GitLab, Jenkins) and Infrastructure as Code.
• Security: Exposure to WAF, IDS/IPS, and security patching best practices.
• Education: Bachelor’s degree in Computer Science, Information Systems, or equivalent practical experience.