Senior Technical Support Specialist - Riyadh - Onsite

Role Overview

We are currently looking for Senior Technical Support Specialist who will be the operational frontline for both systems in production the

person who responds when the Client's correspondence system goes down at 2am. This role carries one of the most demanding SLA obligations in the contract: Critical incidents require a 15-minute response and 2-hour resolution.This is not a passive monitoring role it is an active, always-available operational function that combines deep .NET and database troubleshooting capability with the discipline to document every incident and the composure to communicate clearly with client stakeholders under pressure.

Key Responsibilities

• Provide L2 and L3 technical support for both systems in production primary escalation point for all
  
  

application-layer incidents beyond basic helpdesk

• Maintain the mandated SLA tiers at all times:
• Critical (service outage affecting client operations): respond within 15 minutes, resolve within 2
  
  

hours

• High (service slowness or partial instability): respond within 30 minutes, resolve within 4 hours
• Medium (small user subset affected, non-critical service): respond within 1 hour, resolve within 8
  
  

hours

• Low (minor bugs, UX issues, non-critical errors): respond within 2 hours, resolve within 24 hours
• Own the AppDynamic monitoring dashboards configure alerts, detect anomalies proactively, take action
  
  

before incidents become user-impacting

• Perform root cause analysis (RCA) on all Critical and High incidents; produce formal Arabic RCA reports
  
  

within agreed timeframes

• Manage the on-call rotation schedule must be personally reachable after hours and on weekends for
  
  

Critical incidents; this is a non-negotiable contractual obligation

• Coordinate with the DBA and infrastructure team for incident resolution across the application, database,
  
  

and server layers

• Maintain the incident log, problem register, and the updates/patches register continuously
• Write, maintain, and regularly validate SOPs and runbooks in Arabic for all recurring support scenarios,
  
  

incident types, and recovery procedures

Minimum Qualifications

• Fluent Arabic Speaker is a Must.
• 10+ years of professional technical support experience, with at least 5 years at L2/L3 level for enterprise
• NET applications
• Demonstrable experience with SQL Server production troubleshooting this is specifically required by the
  
  

tender

• Experience with log analysis and root cause analysis in production environments
• Experience coordinating across application, database, and infrastructure teams during incidents
• ITIL Foundation certification preferred
  
  

Required Technical Skills

• L2/L3 .NET application support diagnosing production issues in .NET Core REST APIs and ASP.NET
  
  

WebForms applications; reading .NET stack traces, application logs, and event logs

• Windows Server administration IIS configuration and troubleshooting (application pools, bindings,
  
  

request tracing), Windows Event Log analysis, performance counters

• SQL Server troubleshooting blocking queries, deadlocks, long-running queries, plan cache issues, SQL
  
  

Server error logs; DBA-level diagnosis (not full DBA, but able to identify and coordinate resolution)

• Log analysis Windows Event Log, IIS logs, .NET application logs, structured logging output; correlating logs
  
  

across multiple layers to identify root cause

• AppDynamic (or equivalent APM) monitoring dashboard configuration, custom alert setup, performance
  
  

baseline management, transaction tracing, JVM/CLR performance analysis

• Incident and problem management ITIL framework: incident classification, escalation procedures, RCA
  
  

methodology (5-whys, fishbone), problem lifecycle management, post-incident review

• Network fundamentals DNS resolution, load balancer behavior, firewall rules (sufficient to coordinate
  
  

with infrastructure team, not deep network engineering)

• Identity Server troubleshooting SSO session issues (failed logins, token expiry, MFA failures), OpenID
  
  

Connect flow debugging

• Oracle basics sufficient to read Oracle alert logs, identify tablespace issues, and coordinate with the DBA
  
  

on Archiving System incidents; not full DBA competency

• DevOps pipeline awareness understanding the deployment process well enough to distinguish
  
  

deployment-caused incidents from application bugs

• Secure remote access tooling and practices all support access to client systems must comply with client
  
  

security policies

Key Soft Skills

• Composure under pressure a Critical incident means responding within 15 minutes, possibly at 3am, with
  
  

client leadership asking for updates; must remain calm, structured, and solution-focused

• Clear concise incident communication in Arabic client stakeholders expect prompt, accurate status
  
  

updates in formal Arabic during and after incidents; panic or ambiguity is not acceptable

• Documentation discipline every incident recorded, every RCA filed, every runbook updated; this
  
  

documentation is regularly reviewed by Client IT Administration

• Escalation judgment knows when to resolve independently vs. escalating to the Technical Lead, DBA, or
  
  

infrastructure team; wrong escalation decisions (either direction) cost time that the SLA does not have

• Availability and reliability on-call is a contractual obligation, not an informal arrangement; consistent
  
  

responsiveness is non-negotiable and directly affects the Client's assessment of contract performance