Application Support Engineer

About the role

The Application Support Engineer will ensure smooth operation of the ERP platform throughout project delivery, testing, rollout and post‑go‑live stabilization. You will act as the primary technical liaison for end‑users, troubleshoot incidents, and help drive successful adoption of the system.

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, workflow and configuration issues.
• Reproduce 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.
• Participate in deployment validation, smoke testing, release verification and hyper‑care activities.
• Prepare support guides, FAQs, knowledge‑base articles and user documentation.

Required profile

• Bachelor’s degree in IT, Computer Science, Information Systems or related field.
• Minimum 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.
• Fluent Arabic (reading, writing, speaking) and good English communication skills.

Required skills

• Odoo or similar enterprise platform.
• Basic Linux administration.
• PostgreSQL database knowledge.
• Web applications, APIs and log analysis.
• User roles and access‑control management.
• Ticketing tools and incident‑management processes.
• SLA‑based support experience.
• ITIL service‑management concepts.