
Takamol
Senior Application Support Engineer
- Permanent
- Riyadh, Saudi Arabia
- Experience 2 - 5 yrs
Job expiry date: 24/03/2026
Job overview
Date posted
07/02/2026
Location
Riyadh, Saudi Arabia
Salary
SAR 15,000 - 20,000 per month
Compensation
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.
Required skills
Key responsibilities
- Act as the L2 escalation point for application incidents raised by L1/Service Desk teams or business users.
- Perform functional and technical troubleshooting using application logs, monitoring dashboards, metrics, and runbooks.
- Resolve known issues and apply documented workarounds within defined operational procedures.
- Escalate incidents to SRE or Development teams with complete technical evidence including logs, timestamps, impact, and reproduction steps.
- Own incidents from a user perspective until resolution and formal closure, even when multiple teams are involved.
- Handle standard service requests including user access changes, configuration updates, and data corrections using approved tools and user interfaces.
- Validate service requests for authorization and approvals in accordance with defined policies.
- Ensure all operational changes are executed safely and logged in compliance with ITSM and audit requirements.
- Perform daily or shift-based operational health checks on applications using monitoring and dashboard tools.
- Proactively identify anomalies and open incidents before user impact occurs.
- Track and follow up on scheduled jobs, interfaces, and critical business processes.
- Maintain and continuously improve support runbooks, troubleshooting documentation, and internal knowledge base content.
- Contribute to user-facing FAQs and basic how-to documentation in collaboration with Product and Application Owners.
- Collaborate closely with SRE teams on incident handling, monitoring improvements, and application reliability topics.
- Work with Development teams on defect analysis, root cause analysis, and post-release issue resolution.
- Communicate incident status, impact, and resolutions to business stakeholders.
- Adhere strictly to ITSM processes including Incident, Request, Problem, and Change Management.
- Participate in post-incident reviews and provide operational insights and recommendations.
Experience & skills
- Hold a Bachelor’s degree in Computer Science, Information Systems, Engineering, or possess equivalent practical experience.
- Have 2–4 years of experience in Application Support, IT Operations, or a similar L2 support role within an enterprise environment.
- Have experience working with ticketing and ITSM tools such as ServiceNow, JIRA Service Management, or BMC Remedy.
- Demonstrate a good conceptual understanding of web applications, APIs, and databases.
- Be able to read and interpret application logs and basic operational metrics including latency, error rates, CPU usage, and memory utilization.
- Possess basic SQL skills for read-only queries and troubleshooting purposes.
- Have familiarity with monitoring tools such as Grafana, Kibana, Datadog, or similar platforms.