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 escalate 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.

Desired Candidate Profile

• 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.