Takamol
Senior Application Support Engineer (L2)
- Permanent
- Riyadh, Saudi Arabia
- Experience 2 - 5 yrs
Job expiry date: 11/03/2026
Job overview
Date posted
25/01/2026
Location
Riyadh, Saudi Arabia
Salary
SAR 15,000 - 20,000 per month
Compensation
Salary only
Experience
2 - 5 yrs
Seniority
Senior & Lead
Qualification
Bachelors degree
Expiration date
11/03/2026
Job description
The Senior Application Support Engineer in Riyadh is responsible for L2 support of business-critical enterprise applications, ensuring incident resolution, request fulfilment, and operational stability. The role involves acting as an L2 escalation point for incidents raised by L1/Service Desk or business users, performing functional and technical troubleshooting using application logs, monitoring dashboards, and runbooks, resolving known issues and applying documented workarounds, and escalating to SRE or Development teams when necessary. The engineer owns incidents from a user perspective until closure, handles standard BAU service requests such as user access and configuration changes, validates requests according to policies, performs daily operational checks on applications, tracks scheduled jobs and interfaces, maintains support runbooks and knowledge base articles, contributes to user-facing documentation, and collaborates closely with SRE, Development teams, and business stakeholders. The role adheres to ITSM processes, security and compliance standards, and participates in post-incident reviews.
Required skills
Key responsibilities
- Act as L2 escalation point for application incidents raised by L1/Service Desk or business users
- Perform functional and technical troubleshooting using logs, monitoring dashboards, and runbooks
- Resolve known issues and apply documented workarounds within defined procedures
- Escalate incidents to SRE or Development with clear technical evidence including logs, timestamps, impact, and steps to reproduce
- Own incidents from a user perspective until closure, including when other teams are involved
- Handle standard service requests such as user access changes, configuration changes, and data corrections using approved tools and UIs
- Validate requests including authorizations and approvals according to defined policies
- Ensure changes are performed safely and logged according to IT and audit requirements
- Perform daily/shift-based operational checks on applications using monitoring tools and dashboards
- Proactively open incidents when anomalies are detected before user impact
- Track and follow up on scheduled jobs, interfaces, and critical business processes
- Maintain and improve support runbooks, troubleshooting guides, and internal knowledge base articles
- Contribute to user-facing FAQs and ‘how-to’ documentation in collaboration with Product/Application Owners
- Collaborate with SRE Team on incident handling, monitoring improvements, and reliability topics
- Collaborate with Development Teams on defects, root cause analysis, and post-release issues
- Communicate incident status, impacts, and resolutions to business stakeholders
- Adhere to ITSM processes (Incident, Request, Problem, Change) and compliance requirements
- Participate in post-incident reviews and provide operational inputs
Experience & skills
- Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent; or equivalent practical experience
- 2–4 years of experience in Application Support, IT Operations, or a similar L2 role in an enterprise environment
- Experience working with ticketing/ITSM tools such as ServiceNow, JIRA Service Management, BMC Remedy
- Good understanding of web applications, APIs, and databases at a conceptual level
- Ability to read and interpret application logs and basic metrics (latency, error rates, CPU, memory, etc.)
- Basic SQL skills for read-only queries and troubleshooting
- Familiarity with monitoring tools such as Grafana, Kibana, Datadog or similar