Application Support Engineer

Job Location and Role

This opportunity is based in Riyadh, Saudi Arabia, offering onsite positions for both Level 1 (L1) and Level 2 (L2) Application Support Engineers.

Key Responsibilities

L1 Application Support:

• Serve as the initial contact point for incident management and service requests.
• Record, categorize, prioritize, and oversee support tickets using an ITSM platform.
• Continuously monitor applications, APIs, integrations, batch processes, and operational dashboards.
• Conduct preliminary troubleshooting related to login issues, onboarding, transactions, workflows, and connectivity.
• Collect pertinent data such as logs, error alerts, timestamps, and transaction references to aid investigations.
• Escalate unresolved or critical issues to L2 support, infrastructure, security teams, or vendors in line with service level agreements.
• Perform authorized password resets, account unlocks, and process predefined access requests.
• Oversee end-of-day operations including processing, data syncing, and vital operational activities.
• Create operational reports and manage support documentation.

L2 Application Support:

• Analyze and resolve advanced incidents escalated by the L1 team.
• Investigate application logs, system traces, API payloads, and database information to determine root causes.
• Address transaction failures, application errors, performance issues, and integration challenges.
• Troubleshoot credit decision problems stemming from business logic, software defects, or external data issues.
• Resolve blocked or failed BPM workflows and facilitate underwriting-related processes.
• Investigate loan calculations, repayment plans, accounting irregularities, and data integrity concerns.
• Provide support across ERP, CRM, HR, and finance software platforms, both functional and technical.
• Tackle API timeouts, authentication errors, payload issues, and interruptions in third-party services.
• Liaise with external vendors and service providers to resolve integration incidents.
• Execute SQL queries and approved data retrievals to support investigations and reporting.
• Document software defects thoroughly including steps to replicate, logs, payloads, and evidence.
• Escalate defects to development groups and monitor their resolution.

Qualifications and Experience

L1 Application Support Engineers:

• Possess 2 to 4 years of experience in application support, helpdesk, service desk, or network operations center roles.
• Background in banking, fintech, lending, or financial services is compulsory.
• Familiarity with monitoring tools such as Grafana, Kibana, or Google Cloud Platform Monitoring.
• Basic knowledge of REST APIs, HTTP error codes, timeouts, and application log analysis.
• Exposure to core banking, loan management, ERP, CRM, or payment systems.
• Experience working with ticketing and IT service management platforms.
• Strong capabilities in communication, documentation, and troubleshooting.

L2 Application Support Engineers:

• Hold 3 to 5 years of experience in L2 application support, production support, or technical operations.
• Mandatory experience in banking, fintech, lending, or financial services domains.
• Proficient in analyzing logs, traces, and API payloads using tools such as GCP Operations Suite, ELK stack, or Grafana.
• In-depth understanding of REST APIs, JSON, XML, HTTP errors, and familiarity with tools like Postman.
• Hands-on experience with core banking or loan management platforms including Temenos, Finacle, Oracle FLEXCUBE, or Fineract.
• Experience supporting ERP and BPM systems, preferably ERPNext or similar.
• Advanced SQL skills for examining production data issues.
• Superior analytical, troubleshooting, stakeholder communication, and documentation abilities.

Additional Criteria

• Fluency in both Arabic and English languages is essential.
• Heightened awareness of information security, production control standards, and data privacy requirements.
• Capability to collaborate effectively with support teams, infrastructure, security, vendors, and development units.
• Availability for handling critical incidents beyond normal working hours when necessary.
• Willingness to work in shifts, including weekends, and partake in on-call rotations as demanded.