Job Purpose
The On-Site Application Support Engineer will provide L1/L2 functional and technical support for enterprise applications, with a focus on Appian BPM applications. The role will act as the primary on-site contact for application incidents, service requests, troubleshooting, user support, and coordination with L3/development teams.
Key Responsibilities
- Provide on-site L1/L2 support for business applications.
- Log, prioritize, troubleshoot, track, and resolve incidents and service requests in line with agreed SLAs.
- Troubleshoot Appian BPM issues, including workflows, processes, integrations, access, and application functionality.
- Analyze application logs, errors, system behavior, and database information to identify and resolve issues.
- Support users with application access, functionality, workflow, and process-related issues.
- Perform basic SQL queries and data validation for troubleshooting.
- Troubleshoot application integrations and APIs with internal and external systems.
- Apply approved fixes, configuration changes, and documented workarounds.
- Escalate complex issues to L3/development teams with appropriate technical details and supporting evidence.
- Coordinate with development, database, infrastructure, integration, and other technical teams until resolution.
- Validate fixes and perform functional/smoke testing.
- Perform application health checks and support production deployments and releases.
- Maintain incident records, troubleshooting guides, known issues, and knowledge-base documentation.
- Provide regular status updates and escalate critical or recurring issues to relevant stakeholders.
- Provide after-working-hours, weekend, and on-call support when required for critical incidents, deployments, and production activities.
Technical Skills
- Experience supporting Appian BPM applications, including workflows, processes, integrations, and application troubleshooting.
- Good understanding of BPM and workflow concepts.
- Strong experience supporting web-based and enterprise applications.
- Working knowledge of SQL and relational databases.
- Understanding of REST/SOAP APIs, web services, JSON/XML, and system integrations.
- Experience in application log analysis and troubleshooting.
- Basic understanding of Windows/Linux environments, networking, and authentication concepts.
- Familiarity with ITSM/ticketing and application monitoring tools.
- Understanding of ITIL Incident, Problem, Change, and Service Request Management processes.
Qualifications & Experience
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- Minimum 5 years of experience in Application Support, Production Support, or a similar role.
- Experience supporting Appian/BPM-based applications is preferred.
- Strong experience supporting production/live application environments.
- Bilingual proficiency in Arabic and English, with strong verbal and written communication skills in both languages.
- Good troubleshooting and analytical skills.
- Ability to interact professionally with business users and client stakeholders.
- Ability to work independently on-site while coordinating with remote technical and development teams.
Working Conditions
- Full-time on-site at the client premises.
- Support will be provided according to agreed operational and SLA requirements.
- Must be available for after-working-hours, weekend, and on-call support when required, particularly for critical production incidents, deployments, and planned maintenance activities.
