Application Support Engineer – L1/L2

About the role

The Application Support Engineer will provide on‑site L1/L2 functional and technical support for enterprise applications, primarily focusing on Appian BPM solutions. Acting as the first point of contact, you will handle incidents, service requests, and coordinate with development teams to ensure smooth production operations.

Key responsibilities

• Log, prioritize, troubleshoot, and resolve application incidents and service requests within SLA targets.
• Analyze application logs, database information, and system behavior to identify root causes.
• Support users with access, workflow, and process‑related issues and perform basic SQL queries for data validation.
• Troubleshoot integrations and APIs (REST/SOAP) with internal and external systems.
• Escalate complex problems to L3/development teams and coordinate cross‑functional resolution.
• Validate fixes, conduct functional/smoke testing, and perform application health checks.
• Maintain incident records, knowledge‑base articles, and provide after‑hours/on‑call support for critical incidents.

Required profile

• Bachelor's degree in Computer Science, IT, Engineering or related field.
• Minimum 5 years of experience in application or production support.
• Proficiency in both Arabic and English with strong communication skills.
• Ability to work independently on‑site while collaborating with remote technical teams.

Required skills

• Hands‑on experience with Appian BPM applications.
• Working knowledge of SQL and relational databases.
• Understanding of REST/SOAP APIs, JSON, XML and system integrations.
• Familiarity with Windows/Linux environments, networking and authentication concepts.
• Experience with ITSM/ticketing tools and ITIL incident/problem/change management processes.