Application Support Engineer – L1/L2 – Diyar United Company

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.

Job Details

Preferred Candidate

Suite de l’annonce…