Diyar United Company

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
<ul>
<li>Provide on-site L1/L2 support for business applications.</li>
<li>Log, prioritize, troubleshoot, track, and resolve incidents and service requests in line with agreed SLAs.</li>
<li>Troubleshoot Appian BPM issues, including workflows, processes, integrations, access, and application functionality.</li>
<li>Analyze application logs, errors, system behavior, and database information to identify and resolve issues.</li>
<li>Support users with application access, functionality, workflow, and process-related issues.</li>
<li>Perform basic SQL queries and data validation for troubleshooting.</li>
<li>Troubleshoot application integrations and APIs with internal and external systems.</li>
<li>Apply approved fixes, configuration changes, and documented workarounds.</li>
<li>Escalate complex issues to L3/development teams with appropriate technical details and supporting evidence.</li>
<li>Coordinate with development, database, infrastructure, integration, and other technical teams until resolution.</li>
<li>Validate fixes and perform functional/smoke testing.</li>
<li>Perform application health checks and support production deployments and releases.</li>
<li>Maintain incident records, troubleshooting guides, known issues, and knowledge-base documentation.</li>
<li>Provide regular status updates and escalate critical or recurring issues to relevant stakeholders.</li>
<li>Provide after-working-hours, weekend, and on-call support when required for critical incidents, deployments, and production activities.</li>
</ul>
Technical Skills
<ul>
<li>Experience supporting Appian BPM applications, including workflows, processes, integrations, and application troubleshooting.</li>
<li>Good understanding of BPM and workflow concepts.</li>
<li>Strong experience supporting web-based and enterprise applications.</li>
<li>Working knowledge of SQL and relational databases.</li>
<li>Understanding of REST/SOAP APIs, web services, JSON/XML, and system integrations.</li>
<li>Experience in application log analysis and troubleshooting.</li>
<li>Basic understanding of Windows/Linux environments, networking, and authentication concepts.</li>
<li>Familiarity with ITSM/ticketing and application monitoring tools.</li>
<li>Understanding of ITIL Incident, Problem, Change, and Service Request Management processes.</li>
</ul>
Qualifications &amp; Experience
<ul>
<li>Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.</li>
<li>Minimum 5 years of experience in Application Support, Production Support, or a similar role.</li>
<li>Experience supporting Appian/BPM-based applications is preferred.</li>
<li>Strong experience supporting production/live application environments.</li>
<li>Bilingual proficiency in Arabic and English, with strong verbal and written communication skills in both languages.</li>
<li>Good troubleshooting and analytical skills.</li>
<li>Ability to interact professionally with business users and client stakeholders.</li>
<li>Ability to work independently on-site while coordinating with remote technical and development teams.</li>
</ul>
Working Conditions
<ul>
<li>Full-time on-site at the client premises.</li>
<li>Support will be provided according to agreed operational and SLA requirements.</li>
<li>Must be available for after-working-hours, weekend, and on-call support when required, particularly for critical production incidents, deployments, and planned maintenance activities.</li>
</ul>

On-Site Application Support Engineer – L1/L2 - Qatar

On-Site Application Support Engineer – L1/L2 - Qatar

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