Senior Application Support Engineer

📢 Please read the job description carefully and ensure your CV is fully updated 📢

📌 Position: Senior Application Support Engineer

📍 Location: 100% Remote – Based in Egypt

🕘 Job Type: Full-time contract

📅 Contract Duration: 6 months

💰 Salary: Competitive salary (based on experience)

🎓 Experience: 4+ years of Application Support experience

🚀 Start Date: Immediate

📅 Working Days: From Sunday to Thursday

🔵 About the Role

FEKRA Technologies is looking for a Senior Application Support Engineer with strong hands-on experience in production environments, complex troubleshooting, application operations, and automation.

This is not a traditional ticket-based support role.

We are looking for an engineer who can independently investigate complex production issues, understand how applications interact across APIs, databases, operating systems, infrastructure, and integrations, and take ownership of incidents through resolution and root-cause analysis.

The ideal candidate is also someone who actively looks for ways to improve operations through scripting, automation, DevOps practices, and emerging technologies such as AI.

A strong willingness to learn, experiment with new technologies, and continuously improve existing operational processes is essential for this role.

🔵Responsibilities

• Provide hands-on L2/L3 production application support for business-critical systems.
• Take ownership of complex production incidents from initial investigation through resolution and follow-up.
• Troubleshoot application issues using logs, APIs, databases, monitoring tools, infrastructure checks, and backend application logic.
• Perform detailed Root Cause Analysis (RCA) and identify preventive actions for recurring incidents.
• Investigate REST and SOAP API issues, including authentication, payloads, responses, integrations, connectivity, and timeouts.
• Perform SQL-based troubleshooting, data validation, and production investigation across relational and NoSQL databases.
• Support applications running across Linux and Windows environments.
• Support application deployments, release validation, configuration changes, and rollback procedures.
• Work with application hosting technologies such as IIS, Windows Services, containers, and web/application servers.
• Support and troubleshoot containerized applications using Docker.
• Work with Git, CI/CD pipelines, deployment processes, monitoring, and operational tooling.
• Collaborate with development, infrastructure, database, DevOps, network, and business teams to resolve production issues.
• Review backend application behavior and code logic when required during incident investigation.
• Monitor application health, performance, alerts, and service availability.
• Identify repetitive or manual operational activities that can be automated.
• Develop or contribute to automation using Python, Bash, PowerShell, APIs, or similar technologies.
• Explore practical ways to use AI-assisted tools to improve troubleshooting, log analysis, scripting, documentation, incident management, and operational efficiency.
• Validate automation and AI-assisted outputs before using them in production environments.
• Maintain incident documentation, troubleshooting guides, runbooks, and knowledge articles.
• Communicate clearly with technical and non-technical stakeholders during critical incidents.
• Continuously learn new technologies and adapt quickly to unfamiliar platforms and tools.

🔵Requirements

• Strong hands-on experience in Application Support, Production Support, Application Operations, Technical Operations, SRE, DevOps, Integration Support, or a similar production-focused role.
• Preferably 5+ years of relevant experience, although strong hands-on technical depth is more important than title alone.
• Proven experience supporting business-critical production applications.
• Strong troubleshooting skills across applications, logs, APIs, databases, integrations, operating systems, and infrastructure.
• Strong knowledge of SQL and production database troubleshooting.
• Hands-on experience with REST APIs, JSON, Postman, or similar API troubleshooting tools.
• Good understanding of backend application behavior and the ability to investigate application logic.
• Experience supporting Linux and Windows Server environments.
• Hands-on experience with application deployments and production releases.
• Understanding of rollback, release validation, configuration management, and production change procedures.
• Experience with IIS and/or Windows Services.
• Hands-on exposure to Docker or containerized applications.
• Experience with Git and CI/CD environments.
• Experience with monitoring, logging, and observability tools.
• Practical scripting or automation experience using Python, Bash, PowerShell, or similar technologies.
• Ability to provide real examples of operational tasks personally automated or improved.
• Strong understanding of incident management, RCA, SLA-driven support, and production ownership.
• Strong analytical and problem-solving skills.
• Strong communication and stakeholder-management skills.
• High learning agility and the ability to quickly adopt unfamiliar technologies.
• Genuine interest in using automation and AI-driven tools to improve production operations.

🔵Preferred Qualifications

• Experience supporting .NET and/or Node.js applications.
• Experience with multiple database technologies such as Oracle, PostgreSQL, MySQL, MongoDB, or SQL Server.
• Experience with Kubernetes, OpenShift, or similar container orchestration platforms.
• Experience with tools such as Jenkins, GitLab CI/CD, GitHub Actions, Ansible, or similar technologies.
• Experience with centralized monitoring or observability platforms such as ELK/Elastic Stack, Kibana, Grafana, Prometheus, Dynatrace, or similar tools.
• Cloud operations experience with AWS, Azure, GCP, Alibaba Cloud, or similar platforms.
• Experience working in large-scale, highly available, integration-heavy production environments.
• Experience implementing automation that resulted in measurable improvements in operational efficiency, incident response, or reliability.

🔵 Why Join Fekra?

🏆 ISO-Certified & ISTQB Platinum Partner – Be part of a globally recognized company.

🌍 100% Remote – Work from anywhere!

💰 Competitive Salary

🚀 Exciting Projects – Work on cutting-edge fintech and cloud-based applications.

📈 Career Growth – Enjoy continuous learning and professional development.

💡 Flexible Work Options – Part-time and full-time remote opportunities.

🤝 Collaborative Culture – Join a dynamic, supportive, and innovative team.