Support Engineer

About DirectFN

DirectFN, now owned by Saudi Tadawul Group / WAMID, is a leading provider of Financial Technology software and content for the Capital Market Industry (CMI). The company specializes in delivering brokerage, asset, and custody management solutions, alongside market information screens as productized services. DirectFN's offerings support financial institutions and individuals in optimizing operations and enhancing client satisfaction.

The Role of Support Engineer

DirectFN is seeking a Support Engineer for a full-time position in Riyadh. This is a hands-on technical role focused on ensuring the stability and reliability of DirectFN's capital markets applications across both client and internal environments. The Support Engineer will be responsible for managing application issues, providing post-deployment support, and resolving incidents to maintain the performance of DirectFN's trading, brokerage, and market data platforms. This role requires 2-5 years of relevant experience.

Key Responsibilities

• Respond to and resolve application issues and incidents within agreed Service Level Agreements (SLAs) across client and internal environments.
• Provide application support during and after deployments, monitoring application health and stability.
• Log, track, and update incidents accurately in DirectFN's support tracking system (Jira), applying correct priority and severity classifications.
• Investigate application errors, performance issues, and configuration problems, applying fixes and workarounds.
• Analyze logs, queries, and system behavior to identify root causes of issues.
• Apply configuration changes and verify resolutions in line with established change management processes.
• Monitor application performance and stability using monitoring and alerting tools, responding promptly to identified issues.
• Flag recurring issues and trends to senior engineers for permanent resolution.
• Support post-deployment hyper-care periods to ensure application stability after go-live.
• Maintain accurate support records, incident logs, and resolution notes.
• Contribute to knowledge bases, troubleshooting guides, and support documentation.
• Collaborate with engineering, DevOps, and deployment teams to resolve application issues, using Jira for coordination and progress updates.
• Escalate complex or unresolved issues to senior engineers or the Deployment Manager with clear documentation.
• Support deployment and go-live activities as required.

Key Result Areas

• Issue Resolution: Accurate and timely resolution of application issues within SLA.
• Application Stability: Maintaining stable applications with prompt responses to emerging issues.
• Documentation Quality: Ensuring accurate incident logs, support records, and knowledge contributions.
• Escalation Quality: Timely and well-documented escalation of complex issues.
• Technical Growth: Continuous improvement in technical and support skills.

Qualifications and Experience

• 2-5 years of experience in a support engineering role, preferably within the financial technology or capital markets industry.
• Demonstrated ability to troubleshoot and resolve complex application issues.
• Experience with incident management and support tracking systems (*, Jira).
• Familiarity with monitoring and alerting tools.
• Understanding of change management processes.

Application Process

Candidates interested in this Support Engineer position in Riyadh are encouraged to apply. Salary details will be discussed during the interview process.