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. - Bachelor's 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.