Application Support Specialist

Innovatrics

Employer Active

Posted 4 hrs ago

Experience

1 - 7 Years

Job Location

Riyadh - Saudi Arabia

Education

Any Graduation

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

In Your First Month, You'll

  • Learn the supported solution, customer context, and how our L1/L2/L3 support model works
  • Shadow ticket handling, environment checks, and incident troubleshooting in real production setups
  • Get onboarded into our tooling and documentation (Freshdesk, Jira, Confluence, monitoring/log platforms)

As You Settle Into the Role, You'll

  • Own customer tickets end-to-end: triage, investigation, updates, and resolution within SLA
  • Troubleshoot using logs, system behavior, and structured reproduction; escalate to L2/L3 when needed
  • Coordinate with HQ and local stakeholders during incidents (Support team, System Engineers, Solution Delivery Managers, ...)

Within Your First Year, You'll

  • Resolve standard incidents independently and consistently according to the support process
  • Contribute to knowledge base and ticket hygiene (clear steps, root cause notes, reproducible findings)
  • Support stability: help minimize downtime through proactive checks, clean escalations, and follow-through

What You'll Be Responsible For

  • Ticket ownership: analyze incidents, request missing info, reproduce issues, propose resolution steps
  • Customer communication: keep tickets up to date, communicate progress clearly via portal/email/calls
  • Operational support: monitoring, coordinating patches/changes in the customer environment, and supporting troubleshooting sessions
  • Escalations & collaboration: involve System Engineers / Solution Delivery Managers / Engineering when needed, track progress
  • On-call participation: active participation in 24/7 on-call rotations as part of this dedicated customer engagement

Desired Candidate Profile

Languages

  • Arabic (professional spoken and written) required
  • English (professional spoken and written) required

Skills & Mindset

  • Strong ownership, structured troubleshooting, and attention to detail
  • Comfortable communicating with customers under time pressure (SLA-driven)
  • Reliable and able to work independently, while escalating early when needed

Technical Requirements

Must-have:

  • Linux administration experience in production environments
  • Kubernetes fundamentals ability to work with pods/services, collect and analyze logs, perform basic troubleshooting
  • Ability to read logs and identify likely triggers and root causes
  • Experience working in a ticket-based support environment (internal or external)

Nice-to-have:

  • Helm (basic usage or understanding)
  • Databases: PostgreSQL / MSSQL / Oracle (connectivity checks, basic queries)
  • Networking fundamentals (DNS, ports, firewalls, connectivity troubleshooting)
  • Monitoring & logging tools: Grafana, ELK (or similar)
  • Messaging services exposure
  • Scripting / automation basics (Bash, Python, or similar)

Company Industry

  • IT - Software Services

Department / Functional Area

  • IT Software

Keywords

  • Application Support Specialist

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Innovatrics

https://apply.workable.com/innovatrics/j/6BA5C2CDC3/