On-Site Application Support Engineer – L1/L2

Job Purpose The On-Site Application Support Engineer will provide L1/L2 functional and technical support for enterprise applications, with a focus on Appian BPM applications. The role will act as the primary on-site contact for application incidents, service requests, troubleshooting, user support, and coordination with L3/development teams. Key Responsibilities • Provide on-site L1/L2 support for business applications. • Log, prioritize, troubleshoot, track, and resolve incidents and service requests in line with agreed SLAs. • Troubleshoot Appian BPM issues, including workflows, processes, integrations, access, and application functionality. • Analyze application logs, errors, system behavior, and database information to identify and resolve issues. • Support users with application access, functionality, workflow, and process-related issues. • Perform basic SQL queries and data validation for troubleshooting. • Troubleshoot application integrations and APIs with internal and external systems. • Apply approved fixes, configuration changes, and documented workarounds. • Escalate complex issues to L3/development teams with appropriate technical details and supporting evidence. • Coordinate with development, database, infrastructure, integration, and other technical teams until resolution. • Validate fixes and perform functional/smoke testing. • Perform application health checks and support production deployments and releases. • Maintain incident records, troubleshooting guides, known issues, and knowledge-base documentation. • Provide regular status updates and escalate critical or recurring issues to relevant stakeholders. • Provide after-working-hours, weekend, and on-call support when required for critical incidents, deployments, and production activities. • Experience supporting Appian BPM applications, including workflows, processes, integrations, and application troubleshooting. • Good understanding of BPM and workflow concepts. • Strong experience supporting web-based and enterprise applications. • Working knowledge of SQL and relational databases. • Understanding of REST/SOAP APIs, web services, JSON/XML, and system integrations. • Experience in application log analysis and troubleshooting. • Basic understanding of Windows/Linux environments, networking, and authentication concepts. • Familiarity with ITSM/ticketing and application monitoring tools. • Understanding of ITIL Incident, Problem, Change, and Service Request Management processes. Qualifications & Experience • Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. • Minimum 5 years of experience in Application Support, Production Support, or a similar role. • Experience supporting Appian/BPM-based applications is preferred. • Strong experience supporting production/live application environments. • Bilingual proficiency in Arabic and English, with strong verbal and written communication skills in both languages. • Good troubleshooting and analytical skills. • Ability to interact professionally with business users and client stakeholders. • Ability to work independently on-site while coordinating with remote technical and development teams. Working Conditions • Full-time on-site at the client premises. • Support will be provided according to agreed operational and SLA requirements. • Must be available for after-working-hours, weekend, and on-call support when required, particularly for critical production incidents, deployments, and planned maintenance activities.