L1 Application Support Engineer

About CoorB

CoorB specializes in delivering cutting-edge, end-to-end solutions designed to drive process automation, elevate user experience, and harness the power of advanced data analytics. With deep-rooted expertise across industries, we empower organizations to achieve operational excellence, safeguard their IT investments for the future, and maintain a competitive advantage in the dynamic finance sector.

Opportunity Overview

We are seeking a skilled L1 Application Support Engineer to provide first-line technical support within a sophisticated financial services technology ecosystem. This role is pivotal in ensuring seamless operations by addressing incidents, monitoring applications, and facilitating access management across a diverse range of systems. Your responsibilities will span core banking platforms, ERP/CRM solutions, mobile applications, middleware, credit decisioning tools, BPM workflows, and third-party integrations, all within a high-stakes financial environment.

Your Responsibilities

• Incident Management: Serve as the primary point of contact for all incidents and service requests, ensuring timely logging, classification, prioritization, and tracking through the ITSM system.
• Proactive Monitoring: Oversee applications, APIs, integrations, batch jobs, and system dashboards to identify and address potential issues before they escalate.
• Troubleshooting & Resolution:
  • Conduct initial troubleshooting for critical issues such as login failures, onboarding challenges, transaction errors, workflow disruptions, and connectivity problems.
  • Collect and document essential diagnostic data, including logs, error messages, timestamps, and transaction references, to support deeper investigations.
• Escalation & Collaboration: Escalate unresolved or high-impact issues to L2 support teams, infrastructure specialists, security teams, or external vendors in adherence to predefined SLAs.
• Access Management: Execute approved password resets, account unlocking procedures, and predefined access modifications to maintain secure and efficient user access.
• Operational Oversight: Monitor end-of-day jobs, data synchronization processes, and critical operational workflows to ensure uninterrupted service delivery.
• Reporting & Documentation: Generate routine operational reports and maintain accurate, up-to-date support documentation to facilitate knowledge sharing and process improvement.

Qualifications & Experience

• Professional Background: 2–4 years of hands-on experience in L1 support, application support, helpdesk operations, or Network Operations Center (NOC) environments.
• Industry Expertise: Proven experience within banking, fintech, lending, or financial services sectors is essential.
• Technical Proficiency:
  • Familiarity with monitoring tools such as Grafana, Kibana, or GCP Monitoring.
  • Basic understanding of REST APIs, HTTP errors, timeouts, and application log analysis.
  • Exposure to core banking systems, loan management platforms, ERP/CRM solutions, or payment processing systems.
  • Proficiency in using ticketing or ITSM platforms for incident tracking and resolution.
• Soft Skills: Exceptional problem-solving abilities, clear and concise communication, and meticulous attention to documentation.
• Language Requirements: Fluency in both Arabic and English is mandatory.

Additional Requirements

• Operational Compliance: Ability to strictly adhere to operational runbooks and escalation protocols to ensure consistency and reliability in support delivery.
• Flexibility & Availability: Willingness to work in shifts, weekends, or on-call rotations as required to support critical business operations.
• Security Awareness: A strong commitment to maintaining information security, confidentiality, and adherence to access-control procedures.