L1 Application Support Engineer

About the role

We are looking for an L1 Application Support Engineer to provide first-line support for a financial services technology environment. The role covers incident handling, application monitoring, basic troubleshooting, access support, and escalation across systems including core banking, ERP/CRM, mobile applications, middleware, credit decisioning, BPM workflows, and third-party integrations.

What you’ll do

• Act as the first point of contact for incidents and service requests.
• Log, classify, prioritize, and track tickets through the ITSM system.
• Monitor applications, APIs, integrations, batch jobs, and system dashboards.
• Perform initial troubleshooting for login, onboarding, transaction, workflow, and connectivity issues.
• Capture logs, error messages, timestamps, and transaction references for investigation.
• Escalate unresolved or high-impact issues to L2, infrastructure, security, or vendors within agreed SLAs.
• Perform approved password resets, account unlocking, and predefined access changes.
• Monitor end-of-day jobs, data synchronization, and critical operational processes.
• Prepare routine operational reports and maintain support documentation.

What you’ll bring

• 2–4 years of experience in L1 support, application support, helpdesk, or NOC operations.
• Experience in banking, fintech, lending, or financial services is a must.
• Familiarity with monitoring tools such as Grafana, Kibana, or GCP Monitoring.
• Basic understanding of REST APIs, HTTP errors, timeouts, and application logs.
• Exposure to core banking, loan management, ERP, CRM, or payment systems.
• Experience using ticketing or ITSM platforms.
• Strong problem-solving, communication, and documentation skills.
• Fluency in Arabic and English is required.
• Ability to follow operational runbooks and escalation procedures.
• Willingness to work shifts, weekends, or on-call when required.
• Strong awareness of information security, confidentiality, and access-control procedures.