Job description

The Senior Application Support Engineer role is based in Riyadh, Saudi Arabia, and is responsible for providing Level 2 (L2) support for business-critical applications in an enterprise environment. This is a non-development role focused on incident resolution, request fulfilment, and maintaining the day-to-day stability, reliability, and usability of applications. The role acts as an L2 escalation point for incidents raised by L1/Service Desk teams or business users and involves functional and technical troubleshooting using application logs, monitoring dashboards, metrics, and documented runbooks. The position requires resolving known issues through documented workarounds, escalating complex incidents to SRE or Development teams with clear technical evidence such as logs, timestamps, impact analysis, and steps to reproduce, and owning incidents from a user perspective until full closure. The role also covers business-as-usual request fulfilment, including user access changes, configuration updates, and data corrections, ensuring all requests are validated, safely executed, and logged in line with IT, audit, and compliance requirements. The engineer performs daily or shift-based operational checks using monitoring tools provided by SRE or Development teams, proactively identifies anomalies, tracks scheduled jobs, interfaces, and critical business processes, and opens incidents before user impact occurs. The position contributes to maintaining and improving operational documentation such as support runbooks, troubleshooting guides, internal knowledge base articles, and user-facing FAQs. The role requires close collaboration with Site Reliability Engineering teams, Development teams, and business stakeholders, adherence to ITSM processes including Incident, Request, Problem, and Change Management, and participation in post-incident reviews with operational input, while respecting segregation-of-duties, security, and compliance requirements at all times.