L2 Application Support Engineer

ABOUT CoorB

We build full-fledged innovative solutions with a focus on process automation, user experience enhancement, and advanced data analytics. With our extensive industry expertise, we help achieve operational excellence, future-proof your IT investments, and ensure a competitive edge in the ever-evolving finance industry.

OUR OPPORTUNITY

We are looking for an L2 Application Support Engineer to act as the technical escalation point for a financial services technology environment. The role involves investigating and resolving complex incidents across core banking and loan management, ERP/CRM, mobile applications, middleware, credit decisioning, BPM workflows, databases, and third-party integrations.

YOU WILL

• Investigate and resolve complex incidents escalated by the L1 support team.

• Analyze application logs, system traces, API payloads, and database records to identify root causes.

• Troubleshoot transaction failures, application errors, performance issues, and integration problems.

• Diagnose credit decisioning issues related to business rules, code defects, or external data anomalies.

• Resolve stuck or failed BPM workflows and support manual underwriting processes.

• Investigate loan calculation, repayment schedule, accounting, and data consistency issues.

• Support functional and technical issues across ERP, CRM, HR, and finance modules.

• Troubleshoot API timeouts, payload errors, authentication failures, and third-party service outages.

• Coordinate with external vendors and service providers to resolve integration incidents.

• Execute SQL queries and perform approved data extractions for investigations and reporting.

• Document confirmed defects with clear reproduction steps, logs, payloads, and supporting evidence.

• Escalate software defects to L3 or development teams and track them through resolution

Requirements

QUALIFICATIONS & EXPERIENCE

• 3–5 years of experience in L2 application support, production support, or technical operations.

• Experience in banking, fintech, lending, or financial services is required.

• Strong experience analyzing logs, traces, and API payloads using tools such as GCP Operations Suite, ELK, Grafana, or similar platforms.

• Strong understanding of REST APIs, JSON, XML, HTTP errors, and tools such as Postman.

• Hands-on experience supporting core banking or loan management systems such as Temenos, Finacle, Oracle FLEXCUBE, Fineract, or similar platforms.

• Experience supporting ERP and BPM platforms, preferably ERPNext or equivalent.

• Strong SQL skills and experience investigating production data issues.

• Strong analytical, troubleshooting, documentation, and stakeholder-management skills.

• Fluency in Arabic and English is required.

ADDITIONAL REQUIREMENTS

• Ability to work effectively with L1, infrastructure, security, vendors, and development teams

• Willingness to support critical incidents outside standard working hours when required.

• Strong awareness of information security, production controls, and data confidentiality