Position : L2 Application Support Engineer

Job Location : Riyadh, KSA

DUTIES & RESPONSIBILITIES

Incident & Problem Management:

• Take ownership of incidents escalated by Level 1 and lead the investigation until resolution.
• Resolve configuration issues and complex application problems directly in line with the agreed change policy.
• Perform root cause analysis (RCA) for every major incident and produce clear incident reports with preventive actions.
• Escalate genuine code defects to Level 3 (development team), pinpointing the exact defect, logs and evidence.
• Track recurring issues through problem management until the root cause is permanently fixed.

Release & Change Management:

• Work with DevOps on every release and validate each change request moving from UAT to production against the release checklist.
• Verify deployments after go-live and support rollback when needed.

Monitoring & Service Stability:

• Maintain monitoring dashboards and alerts (Grafana / Prometheus / Loki / Tempo) to detect issues before users are impacted.
• Monitor application performance, APIs, integrations and databases, and act proactively on slowdowns and failures.

Operations & On-Call:

• Serve as the Level 2 escalation point in the weekly on-call rotation.
• Meet the agreed SLAs for response and resolution according to incident severity.

Knowledge & Team Support:

• Create and maintain runbooks and knowledge-base articles for the supported applications.
• Guide and coach Level 1 engineers and review their escalations.
• Provide regular status updates to the Application Support Leader and stakeholders.

QUALIFICATIONS, EXPERIENCE & SKILLS

• Qualifications • Bachelor’s degree in Computer Science, Software Engineering or equivalent.
• Years of Experience • 3-4+ years’ experience in application support (L2) or supporting backend development, supporting production systems.

Additional Skills Technical Skills:

• Good Node.js / Express: reads, debugs and fixes production code.
• Git, GitLab and Jenkins Knowledge; CI/CD pipelines (deployment checks and rollback).
• Strong Linux administration (services, processes, disk, memory, logs) and basic Bash scripting.
• Strong database skills, especially PostgreSQL (complex queries, performance tuning); MySQL / MSSQL a plus.
• Strong knowledge of APIs (REST / SOAP) and system integrations (authentication, timeouts, failures).
• Load balancers, nginx and Redis (caching).
• Monitoring and observability tools (Grafana, Prometheus, logs, metrics and traces).
• Root cause analysis and incident reporting; ITSM / ticketing tools and SLAs.
• SAP exposure is a plus.

Soft Skills:

• Strong ownership; works independently across many applications.
• Clear communication with developers, DevOps, business and management.
• Reliable for on-call shifts and calm under pressure.

Language Skills • Native Arabic Language speaking and Good Command over English Language