On‑Site Application Support Engineer – L1/L2

About the role

The On‑Site Application Support Engineer provides L1/L2 functional and technical support for enterprise applications, primarily Appian BPM solutions, acting as the main on‑site contact for incidents, service requests and coordination with development teams.

Key responsibilities

• Log, prioritize, troubleshoot and resolve incidents and service requests within agreed SLAs.
• Analyze application logs, errors and database information to identify root causes.
• Support users with access, workflow and process‑related issues, including basic SQL queries for data validation.
• Escalate complex problems to L3/development teams with detailed technical evidence.
• Validate fixes, perform functional testing and support production deployments.

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 Arabic and English, both written and spoken.
• Strong analytical and troubleshooting abilities.

Required skills

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