Application Support Engineer

Available role/s: L1 and L2 Application Support Engineer

• Act as the first point of contact for incidents and service requests.
• Log, classify, prioritize, and track support tickets through the ITSM platform.
• Monitor applications, APIs, integrations, batch jobs, and operational dashboards.
• Perform initial troubleshooting for login, onboarding, transaction, workflow, and connectivity issues.
• Capture logs, error messages, timestamps, and transaction references for investigation.
• Escalate unresolved or high‑impact issues to L2 support, infrastructure, security, or vendors within SLA timelines.
• Perform approved password resets, account unlocking, and predefined access requests.
• Monitor end‑of‑day processing, data synchronization, and critical operational activities.
• Prepare operational reports and maintain support documentation.

• 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 bottlenecks, and integration issues.
• Diagnose credit decisioning issues related to business rules, software defects, and external data anomalies.
• Resolve stuck or failed BPM workflows and support underwriting‑related processes.
• Investigate loan calculations, repayment schedules, accounting discrepancies, and data consistency issues.
• Support functional and technical issues across ERP, CRM, HR, and finance platforms.
• Troubleshoot API timeouts, payload errors, authentication failures, and third‑party service interruptions.
• Coordinate with external vendors and service providers to resolve integration‑related incidents.
• Execute SQL queries and perform approved data extractions for investigations and reporting.
• Document defects with clear reproduction steps, logs, payloads, and supporting evidence.
• Escalate software defects to development teams and track them through closure.

• 2–4 years of experience in Application Support, Helpdesk, Service Desk, or NOC Operations.
• Experience in banking, fintech, lending, or financial services environments is mandatory.
• Familiarity with monitoring tools such as Grafana, Kibana, GCP Monitoring, or similar platforms.
• Basic understanding of REST APIs, HTTP errors, timeouts, and application logs.
• Exposure to core banking, loan management, ERP, CRM, or payment systems.
• Experience with ticketing and ITSM platforms.
• Strong communication, documentation, and problem‑solving skills.
• 3–5 years of experience in L2 Application Support, Production Support, or Technical Operations.
• Experience in banking, fintech, lending, or financial services environments is mandatory.
• 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.
• Excellent analytical, troubleshooting, stakeholder management, and documentation skills.

• Fluency in Arabic and English is required.
• Strong awareness of information security, production controls, and data confidentiality.
• Ability to work effectively with support teams, infrastructure, security, vendors, and development teams.
• Willingness to support critical incidents outside standard business hours when required.
• Ability to work shifts, weekends, and participate in on‑call support rotations as needed.