For one of our clients, we’re looking for an Applications Support Engineer to provide first-line support for business-critical applications, ensuring timely issue resolution and excellent user satisfaction in a shift-based environment.
Key Responsibilities Serve as the first point of contact for business users for application issues and requests Log, categorize, prioritize, and track incidents and service requests via ITSMPerform initial troubleshooting and identify root causes and resolutions Troubleshoot integrations, interfaces, and data flow between systems Analyze logs, errors, API responses, and traces to resolve production issues Escalate complex incidents to development / QA / infrastructure / vendors Monitor application performance and proactively identify risks to operations Support users across multiple shifts to ensure continuous service availability Validate fixes and enhancements before production deployment Support UAT, regression testing, and issue verification Maintain documentation (known errors, SOPs, knowledge base) Provide user guidance and training on application functionality and business processes Collaborate with stakeholders to drive improvement opportunities Ensure adherence to SLAs and support processes
Requirements At least 2 years of experience in Applications Support in Healthcare / health insurance / hospital environment. Experience supporting core business applications in production Exposure to HIS / EMR-EHR / healthcare applications Experience with customer-facing digital platforms and mobile apps Strong troubleshooting, analytical, and problem-solving skills Ability to work in a shift-based support model Experience with ticketing and ITSM tools Understanding of SDLC / testing lifecycles Basic knowledge of databases and SQLExcellent communication skills with both technical and non-technical stakeholders Strong customer service orientation and ownership mindset Arabic & English fluency (spoken and written) Familiarity with APIs, integrations, and interfaces