Application Support Analyst

Description

Summary: Seeking an Application Support Engineer to respond to user tickets, diagnose application issues, perform maintenance, and coordinate with technical teams. Highlights: 1. Respond to user tickets and diagnose application issues 2. Coordinate with development, QA, database, and infrastructure teams 3. Maintain runbooks, knowledge base articles, and user guides **Key responsibilities** * Respond to user tickets and requests via ticketing system, email, and phone; meet SLAs. * Triage and diagnose application issues (functional errors, performance, integrations) and apply documented fixes or workarounds. * Reproduce defects, gather logs/configuration/screenshots, and create clear incident reports for escalation. * Monitor application health, scheduled jobs, and integrations; alert on failures and follow escalation procedures. * Perform routine maintenance tasks: user provisioning/deprovisioning, role/permission changes, cache clears, and configuration updates. * Coordinate with development, QA, database, and infrastructure teams for root\-cause analysis and resolution. * Validate bug fixes and deployment changes in test/staging environments; execute basic acceptance checks. * Maintain runbooks, knowledge base articles, and user guides; update documentation after incidents. * Assist with application deployments, version rollbacks, and release coordination under supervision. * Participate in on\-call rotation and shift work as required. Qualifications * Diploma or degree in Computer Science, Information Technology, Software Engineering, or equivalent; or relevant experience. * 0–2 years’ experience in application support, IT helpdesk, or junior dev/QA roles. * Familiarity with web applications, APIs/REST, and common backend components (databases, app servers). * Basic SQL skills for querying databases and extracting logs. * Experience with ticketing systems (ServiceNow, Jira Service Desk, Zendesk, or similar). * Understanding of authentication/authorization, session management, and common error troubleshooting. * Comfortable reading logs, using developer tools, and following technical runbooks. * Good communication skills in English; Arabic is a plus. * Customer\-focused, analytical, and able to work under pressure. Preferred (not required) * Experience with scripting (Bash, Python, PowerShell) or basic familiarity with Linux/Windows server commands. * Exposure to monitoring tools (Datadog, New Relic, Splunk) and CI/CD concepts. * Knowledge of SaaS platforms (Salesforce, ServiceNow) or enterprise ERPs is an advantage. Job Type: Full\-time Pay: RO20\.000 \- RO40\.000 per hour Expected hours: 40 per week Work Location: In person