Application Support Engineer-L2&L3

Experience: 5–8 Years
Nationality : Arab

Duration: 18 Months Extendable

We are looking for an experienced Application Support Engineer – L2/L3 to provide advanced technical support for business-critical applications and production environments. The role will be responsible for ensuring high availability performance reliability and timely resolution of application incidents and technical issues.

The ideal candidate should have strong experience in application troubleshooting incident and problem management SQL/database troubleshooting API integrations application monitoring and production support.

• Provide L2/L3 technical support for enterprise applications and production environments.
• Analyze troubleshoot and resolve application incidents and service requests.
• Perform root cause analysis for recurring and critical application issues.
• Ensure incidents are resolved within defined SLAs.
• Coordinate with relevant technical teams for timely incident resolution.

• Monitor application health availability performance and logs.
• Identify performance degradation application failures and potential production issues.
• Analyze system and application logs to diagnose issues.
• Implement corrective and preventive actions to improve application stability.
• Support application performance monitoring and optimization.

• Investigate complex application integration and production issues.
• Identify root causes and implement permanent fixes.
• Coordinate with development database infrastructure network and vendor teams.
• Maintain knowledge articles troubleshooting guides and technical procedures.
• Identify recurring issues and recommend solutions to prevent future incidents.

• Support application releases deployments patches and upgrades.
• Perform deployment validation and post-release monitoring.
• Support configuration changes and application maintenance activities.
• Ensure production changes follow established change management processes.
• Assist in release management and production readiness activities.

• Troubleshoot application API integration and database-related issues.
• Execute SQL queries for investigation validation and data troubleshooting.
• Support application interfaces and third-party integrations.
• Ensure data integrity and application functionality.
• Collaborate with database and development teams to resolve complex technical issues.

• Maintain technical documentation incident records knowledge articles and support procedures.
• Identify opportunities to automate recurring support activities.
• Improve troubleshooting processes and operational efficiency.
• Contribute to continuous improvement of application support practices.

• 5–8 years of experience in application support production support or a similar technical role.
• Strong experience providing L2/L3 support for enterprise applications.
• Hands-on experience in application troubleshooting incident management and root cause analysis.
• Experience working with APIs application integrations databases and production environments.
• Strong SQL knowledge with experience troubleshooting database-related issues.
• Experience with application monitoring logging performance analysis and deployment support.
• Experience working with ITIL-based Incident Problem and Change Management processes.
• Bachelor’s degree in Computer Science Information Technology Software Engineering or a related field.
• ITIL certification is an advantage.

• L2/L3 Application Support
• Production Support
• Incident & Problem Management
• Root Cause Analysis
• Application Monitoring & Troubleshooting
• SQL & Database Troubleshooting
• REST APIs & Web Services
• Application Integration
• Log Analysis
• Performance Monitoring & Optimization
• Deployment & Release Management
• ITIL / Service Management
• Linux / Windows Administration
• Scripting & Automation
• Monitoring & Logging Tools
• Git / CI/CD
• Cloud platforms – advantageous

• Strong analytical and problem-solving abilities.
• Ability to troubleshoot complex production issues independently.
• Strong communication and stakeholder management skills.
• Experience working with cross-functional technical teams.
• Ability to work under pressure in a production support environment.
• Strong documentation and knowledge-sharing skills.
• Willingness to participate in on-call/shift support if required.