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. #J-18808-Ljbffr