Application Support Engineer

About the Role

Harjai Technologies is seeking an L2 Application Support Engineer to join their team in Riyadh, Saudi Arabia. This full-time position involves providing critical support for production systems and applications, ensuring their stability and performance.

Key Responsibilities

• Manage incidents escalated from Level 1, leading investigations to resolution.
• Resolve configuration issues and complex application problems in adherence to change policies.
• Conduct root cause analysis (RCA) for major incidents and prepare incident reports with preventive actions.
• Escalate genuine code defects to Level 3 (development team), providing detailed defect information, logs, and evidence.
• Track recurring issues through problem management until permanent resolution.
• Collaborate with DevOps on releases, validating change requests from UAT to production against checklists.
• Verify deployments post-go-live and support rollbacks as needed.
• Maintain monitoring dashboards and alerts (Grafana / Prometheus / Loki / Tempo) to proactively detect issues.
• Monitor application performance, APIs, integrations, and databases, addressing slowdowns and failures promptly.
• Serve as the Level 2 escalation point during weekly on-call rotations.
• Meet agreed-upon SLAs for incident response and resolution based on severity.
• Create and maintain runbooks and knowledge-base articles for supported applications.
• Guide and coach Level 1 engineers, reviewing their escalations.
• Provide regular status updates to the Application Support Leader and relevant stakeholders.

Qualifications and Experience

• Bachelor’s degree in Computer Science, Software Engineering, or an equivalent field.
• 3-4+ years of experience in application support (L2) or supporting backend development and production systems.

Required Skills

• Ownership: Ability to work independently across multiple applications.
• Communication: Clear communication skills for interacting with developers, DevOps, business teams, and management.
• Resilience: Reliability for on-call shifts and maintaining composure under pressure.

Work Environment

This role is based in Riyadh, KSA, and requires participation in an on-call rotation to ensure continuous application support and service stability.

Application Process

Candidates with the specified qualifications and experience are encouraged to apply.