Overview
Application Support Engineer Jobs in Riyadh, Saudi Arabia at Socium – Teams Done Differently
Title: Application Support Engineer
Company: Socium – Teams Done Differently
Location: Riyadh, Saudi Arabia
Location: Riyadh, Saudi Arabia – Onsite
Available role/s: L1 and L2 Application Support Engineer
Key Responsibilities
L1 Application Support
- 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.
L2 Application Support
- 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.
Required Qualifications & Experience
For L1 Application Support Engineers
- 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.
For L2 Application Support Engineers
- 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.
Additional Requirements
- 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.