Application Support Engineer

We are seeking an experienced Application Support Engineer to provide L2/L3 support for enterprise applications. The role involves incident management, troubleshooting, application monitoring, user access administration, database support, and coordination with technical teams to ensure application availability and timely incident resolution.

### Key Responsibilities

- Receive, log, categorize, prioritize, and track application incidents and service requests.

- Provide L2/L3 troubleshooting for application availability, performance, access, and backend processing issues.

- Diagnose application defects, database errors, integration issues, and connectivity problems.

- Perform root cause analysis and coordinate corrective actions with development and infrastructure teams.

- Manage incidents and problems in accordance with agreed SLAs and ITIL practices.

- Administer user access, roles, and permissions through Active Directory or Microsoft Entra ID.

- Perform SQL queries and support database troubleshooting where required.

- Monitor application performance and analyze logs using appropriate monitoring tools.

- Maintain incident records, knowledge base articles, and technical documentation.

- Coordinate with software vendors and technical teams on escalated issues.

- Support audits through access logs, evidence collection, and compliance documentation.

- Communicate with end users in Arabic and English and provide guidance on application issues.

Requirements

- 7+ years of experience in enterprise application support.

- Strong experience in L2/L3 application support and incident resolution.

- Knowledge of ITIL incident and problem management, SLA monitoring, and root cause analysis.

- Experience with ServiceNow, BMC Remedy, Jira, or similar ticketing tools.

- Experience with SQL Server, Oracle, MySQL, or similar relational databases.

- Familiarity with Active Directory, Microsoft Entra ID, and user access management.

- Experience with application monitoring and log analysis tools.

- Knowledge of Windows and Linux environments.

- Strong troubleshooting, analytical, and documentation skills.

- Professional communication skills in Arabic and English.

- Bachelors degree in Computer Science, Information Systems, or a related field.

- ITIL Foundation certification.

- Microsoft Azure Fundamentals or equivalent cloud certification.

- Experience supporting enterprise applications in complex organizational environments.

- ServiceNow training or experience with enterprise application platforms is an advantage.