Application Support Engineer - On Site - KSA - Octopus by RTG

Role Overview

Application Support Engineer - On Site, Robusta (Octopus by RTG), KSA.

Role Purpose

Provide technical support, maintenance, and operational management for business-critical applications. Ensure high application availability, troubleshoot production issues, coordinate with development and infrastructure teams, support application deployments, and maintain service level agreements.

Key Responsibilities

Support & Troubleshooting

• Provide Level 2/Level 3 support for enterprise applications in production and non-production environments.
• Investigate, troubleshoot, and resolve application incidents and service requests within agreed SLAs.
• Perform root cause analysis (RCA) for recurring issues and implement preventive measures.
• Monitor application logs and identify performance bottlenecks or system errors.

Monitoring & Performance

• Monitor application health, availability, and performance using monitoring and alerting tools.

Deployments & Change Management

• Support application deployments, upgrades, patches, and configuration changes.
• Execute application validation and post-deployment verification activities.

Cross-Team Coordination

• Coordinate with development, database, infrastructure, and network teams to resolve complex technical issues.

Access & Security

• Manage user accounts, application access, and permissions in accordance with security policies.

Documentation & Knowledge Management

• Document incidents, known errors, operational procedures, and support runbooks.

Business Continuity & Incident Response

• Participate in disaster recovery testing and business continuity activities.
• Participate in incident response, root-cause analysis, maintenance windows, audit support, and continuous improvement activities.
• Provide on-call and after-hours production support as required.

Qualifications & Experience

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• ITIL Foundation certification is preferred.
• Experience with cloud platforms such as Microsoft Azure or AWS is an advantage.
• Familiarity with DevOps tools, CI/CD pipelines, and version control systems (Git, Azure DevOps, Jenkins, etc.).
• Experience with monitoring tools such as Splunk, Dynatrace, AppDynamics, Grafana, or Kibana.

Additional Information

• On-site role based in KSA.
• On-call and after-hours production support required.