L2 Technical Support Engineer

Location: Dubai, UAE (support delivery for a KSA-based enterprise client)
Employment Type: Full-time
Working Days: Sunday - Thursday (aligned to client's KSA business week)
Language: English (required), Arabic is a plus

About Micronisus
Micronisus Systems is a Dubai-based technology solutions company delivering enterprise applications, managed services, and digital transformation programs across the GCC. We build secure, scalable, and business-critical solutions for leading organizations, helping clients improve operational efficiency through modern technology and enterprise support services.

The Role
We are seeking an L2 Technical Support Engineer to join our managed support team supporting a leading enterprise client in Saudi Arabia.

You will investigate and resolve application-level and backend issues escalated from L1 Support, troubleshoot workflows and integrations, analyze system behavior, and collaborate with L3 Support and Engineering to deliver timely, high-quality resolutions for business-critical enterprise applications.

What You’ll Do

• Investigate and resolve application and technical issues escalated from L1 Support.
• Troubleshoot workflow behavior, business rules, routing, notifications, and system integrations.
• Analyze application logs, SQL queries, API responses, and backend services to identify root causes.
• Perform controlled configuration changes, credential resets, and service restarts within approved procedures.
• Validate permissions, user roles, authentication, and business logic.
• Classify and prioritize incidents, identify recurring issues, and consolidate duplicate tickets.
• Reproduce complex defects and prepare complete technical escalations for L3 Support and Engineering.
• Collaborate with technical teams during defect investigation and validation of fixes.
• Meet agreed SLA targets, including participation in high-priority incident handling.
• Maintain and improve the internal knowledge base with root causes, workarounds, and resolution procedures.
• Support knowledge transfer and hypercare activities for newly launched applications.

What We’re Looking For

• 3-5 years of experience in Application Support, L2 Technical Support, or Application Administration.
• Strong troubleshooting and analytical skills across application, configuration, database, and integration layers.
• Working knowledge of SQL for troubleshooting and production data investigation.
• Understanding of web application architecture, REST APIs, authentication, and authorization models.
• Experience analyzing application logs and troubleshooting backend services.
• Familiarity with Linux environments and basic application service administration.
• Experience with workflow, BPM, or low-code platforms.
• Experience using ticketing or ITSM platforms in SLA-driven support environments.
• Excellent written and spoken English with strong technical documentation skills.
• Ability to work Sunday-Thursday, aligned with KSA business hours.

Nice to Have

• Arabic language skills
• ITIL Foundation certification
• Experience with API testing tools such as Postman
• Exposure to scripting (JavaScript, Python) or API testing tools (Postman)
• Experience supporting industrial, manufacturing, or EHSS applications
• Previous experience supporting enterprise clients within Saudi Arabia or the wider GCC

What We Offer

• Competitive salary with an annual renewable contract
• 30 days of annual leave
• Medical insurance coverage
• Opportunity to support enterprise-scale, business-critical applications for a leading industrial organization
• Supportive, collaborative, and professional team culture
• Clear career progression into Senior Support, Solution Engineering, or Platform Engineering roles

Apply Now
If you enjoy solving complex technical problems, investigating application behavior, and supporting enterprise platforms that power real business operations, we'd love to hear from you.

Join Micronisus Systems and help deliver reliable, high-quality support for mission-critical applications.