Application Support Engineer

About the role

The Technical Support (Application) Engineer will ensure smooth operation of the ERP platform throughout project delivery, testing, rollout and post‑go‑live stabilization. You will work closely with users, developers and infrastructure teams to resolve incidents, configure the system and promote adoption.

Key responsibilities

• Provide first‑ and second‑level support for ERP users during UAT, pilot, rollout and production phases.
• Log, triage, investigate, assign and track incidents, service requests, defects and user queries.
• Support user access, role assignment, password/SSO issues, workflow problems and configuration requests.
• Reproduce reported defects and deliver clear technical analysis to developers and testers.
• Monitor application behavior, system logs, job failures, integration errors and performance issues.
• Assist with data import/export, report generation, user administration and routine operational tasks.
• Validate deployments, perform smoke testing, verify releases and check environments.
• Create support guides, FAQs, knowledge‑base articles and user documentation.
• Participate in hyper‑care and post‑go‑live support, escalating to infrastructure, development, database, integration or security teams when needed.

Required profile

• Bachelor’s degree in IT, Computer Science, Information Systems or a related field.
• At least 3 years of experience in application, technical or systems support.
• ITIL Foundation or equivalent service‑management certification is desirable.
• Experience supporting ERP, CRM, workflow or custom enterprise applications, preferably Odoo or similar platforms.
• Fluent in Arabic (reading, writing and speaking).

Required skills

• Odoo or comparable enterprise ERP platform.
• Linux operating system basics.
• PostgreSQL database knowledge.
• Web applications, APIs and log analysis.
• User role and access‑control management.
• Ticketing tools and incident‑management processes.
• Experience with SLA‑based support and hyper‑care activities.