L2 Application Support Engineer

ABOUT CoorB

We build full-fledged innovative solutions with a focus on process automation, user experience enhancement, and advanced data analytics. With our extensive industry expertise, we help achieve operational excellence, future-proof your IT investments, and ensure a competitive edge in the ever-evolving finance industry.

We are looking for an L2 Application Support Engineer to act as the technical escalation point for a financial services technology environment. The role involves investigating and resolving complex incidents across core banking and loan management, ERP/CRM, mobile applications, middleware, credit decisioning, BPM workflows, databases, and third-party integrations.

• Investigate and resolve complex incidents escalated by the L1 support team.
• Analyze application logs, system traces, API payloads, and database records to identify root causes.
• Troubleshoot transaction failures, application errors, performance issues, and integration problems.
• Diagnose credit decisioning issues related to business rules, code defects, or external data anomalies.
• Resolve stuck or failed BPM workflows and support manual underwriting processes.
• Investigate loan calculation, repayment schedule, accounting, and data consistency issues.
• Support functional and technical issues across ERP, CRM, HR, and finance modules.
• Troubleshoot API timeouts, payload errors, authentication failures, and third-party service outages.
• Coordinate with external vendors and service providers to resolve integration incidents.
• Execute SQL queries and perform approved data extractions for investigations and reporting.
• Document confirmed defects with clear reproduction steps, logs, payloads, and supporting evidence.
• Escalate software defects to L3 or development teams and track them through resolution.

• 3–5 years of experience in L2 application support, production support, or technical operations.
• Experience in banking, fintech, lending, or financial services is required.
• Strong experience analyzing logs, traces, and API payloads using tools such as GCP Operations Suite, ELK, Grafana, or similar platforms.
• Strong understanding of REST APIs, JSON, XML, HTTP errors, and tools such as Postman.
• Hands-on experience supporting core banking or loan management systems such as Temenos, Finacle, Oracle FLEXCUBE, Fineract, or similar platforms.
• Experience supporting ERP and BPM platforms, preferably ERPNext or equivalent.
• Strong SQL skills and experience investigating production data issues.
• Strong analytical, troubleshooting, documentation, and stakeholder-management skills.
• Fluency in Arabic and English is required.

• Ability to work effectively with L1, infrastructure, security, vendors, and development teams.
• Willingness to support critical incidents outside standard working hours when required.
• Strong awareness of information security, production controls, and data confidentiality.