On-Site Application Support Engineer – L1/L2

Job Overview

The On-Site Application Support Engineer will deliver Level 1 and Level 2 operational and technical assistance for enterprise applications, primarily focusing on Appian BPM solutions. This position functions as the key on-location point of contact for handling application incidents, service requests, troubleshooting, and collaboration with Level 3 or development teams.

Key Responsibilities

• Provide hands-on L1 and L2 support for business-related applications on-site.
• Effectively log, prioritize, investigate, monitor, and resolve reported incidents and service requests while adhering to set SLAs.
• Diagnose and address Appian BPM related issues, spanning workflows, processes, integrations, user access, and application features.
• Review application logs, error messages, system behaviors, and database details to pinpoint and solve application challenges.
• Assist users with difficulties related to application accessibility, functionality, workflow, or processes.
• Execute foundational SQL queries and validate data during troubleshooting processes.
• Investigate problems involving application integrations and APIs linking internal and external systems.
• Implement authorized fixes, configuration adjustments, and documented workarounds.
• Escalate complex problems to Level 3 or development teams with comprehensive technical data and evidence.
• Collaborate with development, database, infrastructure, integration, and other technical departments to ensure timely resolution.
• Confirm the effectiveness of fixes via functional and smoke testing.
• Conduct application health checks and assist with production deployments and release activities.
• Maintain detailed documentation covering incident history, troubleshooting procedures, known issues, and knowledge base information.
• Provide timely status reports and escalate critical or recurring problems to appropriate stakeholders.
• Offer after-hours, weekend, and on-call support when necessary for urgent incidents, deployments, or production operations.

Technical Expertise Required

• Proven experience supporting Appian BPM applications including workflows, processes, integrations, and troubleshooting.
• Solid grasp of BPM and workflow principles.
• Extensive background supporting web-based and enterprise applications.
• Working knowledge of SQL and relational database systems.
• Understanding of REST/SOAP APIs, web services, and data formats such as JSON/XML involved in system integrations.
• Skill in analyzing application logs to diagnose issues.
• Basic familiarity with Windows and Linux environments, networking, and authentication methods.
• Experience with IT service management (ITSM) or ticketing systems and application monitoring tools.
• Comprehension of ITIL practices related to Incident, Problem, Change, and Service Request Management.

Qualifications & Experience

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related disciplines.
• At least five years of experience in application support, production support, or comparable positions.
• Prior exposure to Appian or BPM-based application support advantageous.
• Strong expertise in managing live production application environments.
• Bilingual communication skills in Arabic and English, both written and spoken, are required.
• Strong analytical and problem-solving abilities.
• Professional interaction skills with business users and client stakeholders.
• Ability to independently perform on-site duties while effectively coordinating with remote technical and development teams.

Working Conditions and Additional Information

• Position requires full-time presence at the client’s location.
• Support services will conform to agreed operational and SLA standards.
• Availability for after-hours, weekend, and on-call duties is mandatory, particularly for critical production issues, deployments, and scheduled maintenance.