Application Support Engineer

About Novelus

Novelus is a company focused on accelerating technology deployment. The company emphasizes a progressive, vibrant, and empowering culture for its employees. This role offers an opportunity to join a company experiencing significant growth, with benefits including a collaborative work environment, professional development, and exposure to dynamic projects and current technologies.

The Role: Application Support Engineer

Novelus is seeking an Application Support Engineer to maintain the availability and usability of non-ERP applications. This full-time position is based in Makkah, with locations in Jeddah and Makkah, and requires 5-10 years of experience. The role involves resolving user and technical issues and coordinating specialist resolution throughout the application support lifecycle.

Key Responsibilities

• Handle incidents and requests for applications and assigned infrastructure services, assessing business impact, prioritizing work, and maintaining ownership through resolution.
• Investigate application logs, configurations, scheduled jobs, interfaces, and API failures, utilizing authorized database queries and coordinating troubleshooting with infrastructure and cybersecurity teams.
• Support Windows/Linux servers, virtual machines, and application-hosting environments, including service administration, disk-space checks, performance monitoring, and scheduled-task troubleshooting.
• Assist with approved Active Directory, DNS, DHCP, and access-management tasks, troubleshooting server connectivity and application dependencies with network engineers.
• Perform approved operating-system patches, software updates, and configuration changes, including pre-change checks, testing, documentation, and rollback preparation.
• Monitor assigned infrastructure alerts and backup jobs, investigate failures, and assist with approved restores and disaster recovery exercises.
• Resolve L2 issues within assigned competencies and escalate product defects, specialist infrastructure faults, and code changes to the OEM or approved L3 team.
• Support approved application configurations, minor enhancements, and releases, maintaining test evidence, user acceptance records, and rollback instructions.
• Maintain application and infrastructure runbooks, asset records, known errors, and vendor contacts, investigating recurring incidents and implementing agreed corrective actions.
• Provide operational cover for infrastructure engineers and undertake scheduled infrastructure maintenance and improvement activities when application demand is low.

Required Qualifications and Experience

• 4–7 years of experience supporting production business applications, including at least 2 years in L2 diagnosis, release support, and vendor escalation.
• Experience with non-ERP applications and their business workflows is preferred.
• Demonstrated training in in-scope applications, SQL and API troubleshooting, ITIL Foundation [1], secure support practices, and root cause analysis.
• Developed scripting and release-management skills relevant to supported products.

Essential Skills

• Practical SQL and log analysis.
• Application troubleshooting, web and API concepts, integration support, and release testing.
• Ability to distinguish application, data, network, and infrastructure faults.
• Strong business communication and English documentation skills; Arabic is beneficial for the onsite role.