Application Support Engineer - On Site - KSA - Octopus by RTG
robusta · Riyadh
We are seeking a proactive and customer-focused Application Support Engineer to provide technical support, maintenance, and operational management for business-critical applications. The ideal candidate will ensure high application availability, troubleshoot production issues, coordinate with development and infrastructure teams, and support application deployments while maintaining service level agreements (SLAs)..
YOU WILL
- Provide Level 2/Level 3 support for enterprise applications in production and non-production environments.
- Monitor application health, availability, and performance using monitoring and alerting tools.
- Investigate, troubleshoot, and resolve application incidents and service requests within agreed SLAs.
- Perform root cause analysis (RCA) for recurring issues and implement preventive measures.
- Coordinate with development, database, infrastructure, and network teams to resolve complex technical issues.
- Support application deployments, upgrades, patches, and configuration changes.
- Execute application validation and post-deployment verification activities.
- Monitor application logs and identify performance bottlenecks or system errors.
- Manage user accounts, application access, and permissions in accordance with security policies.
- Document incidents, known errors, operational procedures, and support runbooks.
- Participate in disaster recovery testing and business continuity activities.
- Provide on-call and after-hours production support as required.
- Participate in incident response, root-cause analysis, maintenance windows, audit support, and continuous improvement activities..
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- ITIL Foundation certification is preferred.
- Experience with cloud platforms such as Microsoft Azure or AWS is an advantage.
- Familiarity with DevOps tools, CI/CD pipelines, and version control systems (Git, Azure DevOps, Jenkins, etc.).
- Experience with monitoring tools such as Splunk, Dynatrace, AppDynamics, Grafana, or Kibana