Support Engineer

Company Overview

DirectFN is a prominent provider of Financial Technology software and content tailored for the Capital Market Industry (CMI), currently under Saudi Tadawul Group / WAMID ownership. The company specializes in delivering solutions for brokerage, asset, and custody management, alongside market data display services, empowering financial institutions and individual users to streamline operations and improve client experience.

Job Summary

The Support Engineer is a hands-on technical professional focused on maintaining the robustness and reliability of DirectFN’s capital markets applications deployed in client and internal settings. Responsibilities include addressing application issues, offering post-deployment assistance, incident analysis, and resolution to ensure optimal functioning of trading, brokerage, and market data platforms. Reporting to the Deployment Manager, this role demands oversight during deployment phases, incident management, and meticulous support documentation upkeep.

Key Responsibilities

• Manage application support and resolve incidents within defined service levels across client and internal systems.
• Assist deployments by monitoring application performance and ensuring system stability during and after go-live.
• Log and update incidents promptly using Jira, correctly prioritizing based on business impact.
• Conduct troubleshooting by investigating errors, performance bottlenecks, and configuration faults; apply necessary corrections.
• Analyze system logs, queries, and runtime behavior to determine issue root causes.
• Make configuration adjustments and validate fixes adhering to change management procedures.
• Continuously monitor application health utilizing alerting tools and respond swiftly to anomalies.
• Identify recurring problems and inform senior engineers for long-term solutions.
• Support hyper-care processes post-go-live to maintain application stability.
• Maintain comprehensive support documentation, including incident logs and resolution summaries.
• Develop and share knowledge base articles and troubleshooting guidelines to enhance team expertise.
• Collaborate with engineering, DevOps, and deployment units, coordinating progress and incident handling through Jira.
• Escalate unresolved or complex issues with well-documented information to senior technical staff or Deployment Manager.

Required Qualifications and Experience

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, or closely related disciplines.
• 3 to 5 years experience in application support, technical support, or IT operations.
• Proven ability to troubleshoot applications on Linux and/or Windows server platforms.
• Competence in log file analysis, writing basic SQL queries, and scripting via Bash, PowerShell, or Python.
• Understanding of application server setup and database support workflows.
• Knowledge of incident and change management methodologies.
• Practical working knowledge of Jira for managing support tickets, tracking issues, and collaborating with technical teams.
• Fluent English communication skills, both oral and written.

Preferred Skills

• Experience supporting financial technology software, trading solutions, or brokerage management systems.
• Familiarity with application monitoring platforms such as Grafana, PRTG, or Datadog.
• Exposure to cloud service providers like Azure, AWS, or Oracle Cloud Infrastructure and basic understanding of container technologies like Docker.
• Possession of ITIL Foundation certification or equivalent credentials.

Core Competencies

• Effective troubleshooting and rapid problem resolution capabilities.
• Strong technical insight into application and database operation.
• Meticulous attention to detail in logging and incident tracking.
• Ability to maintain calm and effective action during incidents and critical deployment periods.
• Clear and concise communication with teams and stakeholders.
• Collaborative working style with multiple technical teams.

Key Performance Indicators

• Timely and accurate resolution of application incidents within SLA limits.
• Ensuring stable application environments and swift response to issues.
• High quality and accuracy in documentation and knowledge sharing.
• Appropriate escalation with well-prepared documentation of complex problems.
• Continuous enhancement of technical and support-related skills.