Application Support Executive

Job Description

Job Overview:

This role requires high attention to detail, the ability to prioritize under pressure, and a customer-first mindset.

Key Responsibilities:

1. Ticket Handling & Resolution

• Monitor, manage, and resolve incoming client support tickets via the ticketing system, calls , mails etc.
• Ensure timely response and resolution in line with defined SLAs.
• Categorize and prioritize tickets based on urgency and impact.

1. Client Application Support

• Provide end-user support across multiple business applications.
• Guide clients through troubleshooting steps and usability issues.
• Document common queries and solutions in internal knowledge bases.

1. Problem Solving & Root Cause Analysis

• Investigate reported issues thoroughly to identify root causes.
• Work with internal teams (Product, Engineering, QA) to escalate and resolve deeper system issues.
• Perform log analysis and error tracing when necessary.

1. API Debugging & Technical Support

• Use Postman or similar tools to simulate and debug API calls.
• Log and track backend/system errors when required.

1. Documentation & Knowledge Sharing

• Maintain clear documentation of resolutions, processes, and standard operating procedures.
• Contribute to internal knowledge bases and client-facing FAQs.

1. Client Communication

• Communicate technical information in a clear, concise, and professional manner.
• Provide regular ticket updates and follow-ups with clients until closure.
• Participate in client meetings, if required, to provide technical insights.

1. Continuous Improvement

• Identify recurring issues and suggest product or process improvements.
• Collaborate with product and dev teams to enhance the supportability of applications.

Required Skills & Qualifications:

• Bachelor&aposs degree in Computer Science, IT, or related field (or equivalent work experience).
• 3+ years of experience in application or technical support.

Proficiency with:

• Ticketing platforms (e.g., Freshdesk, Zendesk, Jira Service Desk)
• API testing tools like Postman
• SQL basics for querying databases
• Strong problem-solving and analytical thinking skills.
• Excellent written and verbal communication.
• Ability to multitask and prioritize in a fast-paced environment.
• Willingness to work in rotational shifts
• Proficiency in Arabic is a strong plus.