Application Support Engineer

About the role

We are seeking an Application Support Engineer to provide first‑line support for critical business applications in a shift‑based environment. The role focuses on rapid issue resolution, maintaining high user satisfaction, and ensuring continuous service availability for healthcare‑related systems.

Key responsibilities

• Act as the primary contact for business users reporting application issues and requests.
• Log, categorize, prioritize, and track incidents and service requests using ITSM tools.
• Perform initial troubleshooting, identify root causes, and implement resolutions.
• Troubleshoot integrations, interfaces, and data flows between systems.
• Analyze logs, error messages, API responses, and traces to resolve production problems.
• Escalate complex incidents to development, QA, infrastructure teams, or vendors.
• Monitor application performance and proactively identify operational risks.
• Support users across multiple shifts to ensure 24/7 service coverage.
• Validate fixes and enhancements before production deployment.
• Assist with UAT, regression testing, and issue verification.
• Maintain documentation such as known errors, SOPs, and knowledge‑base articles.
• Provide user guidance and training on application functionality and business processes.
• Collaborate with stakeholders to drive continuous improvement.
• Ensure adherence to SLAs and support processes.

Required profile

• Minimum 2 years of experience in applications support within healthcare, health‑insurance, or hospital environments.
• Experience supporting core business applications in production, including HIS, EMR/EHR systems.
• Familiarity with customer‑facing digital platforms and mobile applications.
• Strong analytical, troubleshooting, and problem‑solving abilities.
• Ability to work in a shift‑based support model.
• Excellent communication skills in Arabic and English, both spoken and written.

Required skills

• ITSM / ticketing tools
• SQL and basic database knowledge
• APIs, integrations, and interface handling
• Understanding of SDLC and testing lifecycles
• Knowledge of HIS / EMR‑EHR healthcare applications