Application Support Engineer

Role Summary

ONFTECH AL ARABIA is actively recruiting an Application Support Engineer for its expanding tech team based in Riyadh. This position entails managing support tickets, diagnosing and resolving application issues, documenting fixes, deploying solutions for both internal and external systems, and collaborating extensively with product and development teams.

Key Responsibilities

• Deliver Level 1 and Level 2 support for ONFTECH products to customers.
• Address incidents and support requests through a ticketing platform, ensuring response within agreed SLA timelines for clients worldwide.
• Provide assistance via remote desktop tools, telephone, instant messaging, and occasionally on-site support at clients in Riyadh.
• Utilize ticket management software for issue logging, tracking, and prioritization.
• Analyze software and hardware problems to devise lasting solutions.
• Investigate technical issues, implement temporary workarounds, and develop permanent fixes.
• Contribute feedback from partners to product teams to enhance offerings and processes.
• Act as the key technical liaison by delivering training sessions to customers and partners.
• Compile and submit regular support performance reports to clients.

Candidate Qualifications

• A minimum of an associate degree, preferably in Computer Programming, Information Systems, or related fields.
• Experience creating clear, concise, and actionable user documentation tailored to audiences with varied technical expertise.
• Proficiency working with MS SQL or other database platforms.
• Familiarity with API interfaces, SOAP, and Postman tools is advantageous.
• Knowledge of messaging queue systems like IBM MQ or RabbitMQ is a plus.
• Strong analytical skills and ability to function effectively as a team member.
• A customer-focused service attitude.
• Capability to configure and support systems such as email, VPNs, and remote connectivity.
• Prior experience in a helpdesk environment, adhering to SLA parameters.
• Involvement in product enhancement initiatives by relaying user insights to the Product division.
• Fluency in both English and Arabic languages.

Opportunities and Benefits

• Professional Development: Engage with advanced fintech initiatives and gain exposure to global markets.
• Flexible Working Environment: Benefit from a hybrid work culture collaborating with international teams.
• Meaningful Contributions: Work on projects that bring impactful change to the fintech sector.
• Learning Resources: Access training, certifications, and mentorship programs to support career progression.
• International Exposure: Connect with a diverse set of clients and business scenarios worldwide.