L1 Application Support Engineer

About the role

CoorB builds solutions focused on process automation, user experience and data analytics, and is looking for an L1 Application Support Engineer in Jeddah. The role provides first-line support for a financial services technology environment, covering incident handling, application monitoring, basic troubleshooting, access support and escalation across core banking, ERP/CRM, mobile apps, middleware, credit decisioning, BPM workflows and third-party integrations.

Key responsibilities

• 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, capturing logs, error messages, timestamps and transaction references.
• 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.

Required profile

• 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.
• 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.

Required skills

• 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.