L1 Application Support Engineer
ABOUT CoorB
We build full-fledged innovative solutions with a focus on process automation, user experience enhancement, and advanced data analytics. With our extensive industry expertise, we help achieve operational excellence, future-proof your IT investments, and ensure a competitive edge in the ever-evolving finance industry.
OUR OPPORTUNITY
We are looking for an L1 Application Support Engineer to provide first-line support for a financial services technology environment. The role covers incident handling, application monitoring, basic troubleshooting, access support, and escalation across systems including core banking, ERP/CRM, mobile applications, middleware, credit decisioning, BPM workflows, and third-party integrations.
YOU WILL
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.
Capture logs, error messages, timestamps, and transaction references for investigation.
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.
Requirements
QUALIFICATIONS & EXPERIENCE
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.
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.
Strong problem-solving, communication, and documentation skills.
Fluency in Arabic and English is required.
ADDITIONAL REQUIREMENTS
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.