Application Support Engineer

About Novelus

Novelus is driven by a team of innovative professionals dedicated to accelerating technology deployment. Valuing its employees as its key resource, the company fosters a progressive, vibrant, and empowering workplace culture. Employees benefit from a friendly and collaborative environment, opportunities for personal and professional development, and exposure to cutting-edge projects and technologies.

Role Overview

The Application Support Engineer will ensure availability and usability of designated non-ERP applications by resolving user and technical issues and coordinating with specialists throughout the support lifecycle.

Key Responsibilities

• Manage incidents and service requests related to applications and assigned infrastructure, evaluate business impacts, prioritize tasks, and maintain ownership until resolution.
• Analyze application logs, configurations, scheduled jobs, interfaces, and API failures; perform authorized database queries; coordinate troubleshooting with infrastructure and cybersecurity teams.
• Support Windows and Linux servers, virtual machines, and application hosting environments, administering services, conducting disk space checks, monitoring performance, and addressing scheduled task issues.
• Assist with approved Active Directory, DNS, DHCP, and access management activities; troubleshoot server connectivity and application dependencies alongside network engineers.
• Execute authorized OS patches, software updates, and configuration changes, including initial checks, testing, documentation, and rollback plans.
• Monitor infrastructure alerts and backup jobs, investigate failures, and aid in approved restoration and disaster recovery drills.
• Address Level 2 issues within expertise; escalate product defects, infrastructure faults, and code defects to OEMs or Level 3 teams.
• Support application configurations, minor feature enhancements, and releases while maintaining test documentation, user acceptance records, and rollback instructions.
• Maintain comprehensive runbooks, asset inventories, known error logs, and vendor contacts; investigate repeat incidents and implement corrective measures.
• Provide operational coverage for infrastructure engineers by performing scheduled maintenance and improvements during periods of low application demand according to prioritized ownership.

Qualifications and Experience

• 4 to 7 years experience supporting production business applications, with at least 2 years in Level 2 diagnostics, release support, and vendor escalations; preference for experience with non-ERP applications and associated business processes.
• Training or strong knowledge in SQL, API troubleshooting, ITIL Foundation principles, secure support methods, and root cause analysis is expected.
• Competence in scripting and release management tailored to supported products.
• Hands-on experience with SQL queries, log analysis, web and API troubleshooting, integration support, and release testing.
• Ability to differentiate between application, data, network, and infrastructure issues.
• Strong business communication skills and proficiency in English documentation; Arabic language abilities advantageous for the onsite work environment.

Additional Information

• Work Location: Jeddah, Makkah, Saudi Arabia.
• Employment Type: Full-time, Onsite.