On-Site Application Support Engineer – L1/L2

Job Purpose

The On-Site Application Support Engineer will provide L1 L2 functional and technical support for enterprise applications with a focus on Appian BPM applications The role will act as the primary on-site contact for application incidents service requests troubleshooting user support and coordination with L3 development teams

Key Responsibilities

• Provide on-site L1 L2 support for business applications Log prioritize troubleshoot track and resolve incidents and service requests in line with agreed SLAs
• Troubleshoot Appian BPM issues including workflows processes integrations access and application functionality
• Analyze application logs errors system behavior and database information to identify and resolve issues
• Support users with application access functionality workflow and process-related issues
• Perform basic SQL queries and data validation for troubleshooting
• Troubleshoot application integrations and APIs with internal and external systems
• Apply approved fixes configuration changes and documented workarounds
• Escalate complex issues to L3 development teams with appropriate technical details and supporting evidence
• Coordinate with development database infrastructure integration and other technical teams until resolution
• Validate fixes and perform functional smoke testing
• Perform application health checks and support production deployments and releases
• Maintain incident records troubleshooting guides known issues and knowledge-base documentation
• Provide regular status updates and escape critical or recurring issues to relevant stakeholders
• Provide after-working-hours weekend and on-call support when required for critical incidents deployments and production activities
• Experience supporting Appian BPM applications, including workflows, processes, integrations, and application troubleshooting.
• Good understanding of BPM and workflow concepts.
• Strong experience supporting web-based and enterprise applications.
• Working knowledge of SQL and relational databases.
• Understanding of REST/SOAP APIs, web services, JSON/XML, and system integrations.
• Experience in application log analysis and troubleshooting.
• Basic understanding of Windows/Linux environments, networking, and authentication concepts.
• Familiarity with ITSM/ticketing and application monitoring tools.
• Understanding of ITIL Incident, Problem, Change, and Service Request Management processes.

Qualifications & Experience

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field
• Minimum 5 years of experience in Application Support, Production Support, or a similar role
• Experience supporting Appian/BPM-based applications is preferred
• Strong experience supporting production/live application environments
• Bilingual proficiency in Arabic and English, with strong verbal and written communication skills in both languages
• Good troubleshooting and analytical skills
• Ability to interact professionally with business users and client stakeholders
• Ability to work independently on-site while coordinating with remote technical and development teams

Working Conditions

Full-time on-site at the client premises.Support will be provided according to agreed operational and SLA requirements.Must be available for after-working-hours, weekend, and on-call support when required, particularly for critical production incidents, deployments, and planned maintenance activities.

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