Application Support Engineer

About Infinite pl

Infinite pl is a digital-led technology firm focused on becoming a digital logistics pioneer. The company leverages people, data, and platforms, utilizing in-house, external, network, and investment capabilities to build innovative platforms that address complex challenges within logistics and related sectors. Infinite pl aims to enhance experiences for governments, businesses, and residents globally through digital solutions.

The Role of Application Support Engineer

Infinite pl is seeking an Application Support Engineer to provide Level 2 operational support for production applications, APIs, integrations, and business transactions. This full-time position is based in Riyadh, Saudi Arabia. The primary focus of this role is operational and hands-on, ensuring prompt identification, investigation, resolution, or escalation of incidents. Key responsibilities include maintaining production availability, handling incidents, proactive detection, adhering to SLAs, ensuring operational stability, and reducing recurring incidents.

Key Responsibilities

• Monitor production applications and critical business transactions.
• Investigate application errors, API failures, and integration issues.
• Analyze application logs and error codes to determine incident causes.
• Validate end-to-end transaction flows across integrated systems.
• Troubleshoot REST/SOAP APIs and application integrations.
• Perform configuration checks and identify configuration-related issues.
• Validate production services following deployments or infrastructure changes.
• Conduct release-impact assessments from an operational perspective.
• Support production incidents and major incident investigations.
• Coordinate with development, integration, database, cloud, and external teams.
• Create and manage incidents and service requests through Jira/ServiceNow.
• Document troubleshooting findings and escalation details.
• Maintain application support runbooks and known-error documentation.
• Perform business transaction validation after incident recovery.
• Support root-cause analysis and problem-management activities.

Required Technical and Professional Skills

• Application production support
• API troubleshooting
• REST and SOAP fundamentals
• HTTP status/error codes
• Integration troubleshooting
• Log analysis
• SQL fundamentals for investigation
• Postman or equivalent API testing tools
• Application configuration troubleshooting
• Business transaction tracing
• Jira/ServiceNow ticket management
• Release and deployment validation
• Incident and escalation documentation

Preferred Qualifications

• Experience with enterprise applications and highly integrated environments.
• Experience with API gateways or integration platforms is advantageous.
• Familiarity with AppDynamics, Grafana, Kibana, or similar tools.
• ITIL Foundation preferred.