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

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.

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.

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.

Application Support Engineer