Application Support Executive

• Job Title: Application Support Executive
• Location : On-site - Dubai, Office B1 'Solutions & Systems Operations' department
• Type of contract: Full time employee

Job Overview:

We are seeking a proactive and technically skilled Application Support Executive to manage and resolve client-reported issues across multiple applications. The ideal candidate will demonstrate strong problem-solving skills, effective communication, and a solid understanding of APIs, Postman, and ticket management platforms. This role requires high attention to detail, the ability to prioritize under pressure, and a customer-first mindset.

Key Responsibilities:

1. Ticket Handling & Resolution

  * Monitor, manage, and resolve incoming client support tickets via the ticketing system, calls , mails etc.

  * Ensure timely response and resolution in line with defined SLAs.

  * Categorize and prioritize tickets based on urgency and impact.

2. Client Application Support

  * Provide end-user support across multiple business applications.

  * Guide clients through troubleshooting steps and usability issues.

  * Document common queries and solutions in internal knowledge bases.

3. Problem Solving & Root Cause Analysis

  * Investigate reported issues thoroughly to identify root causes.

  * Work with internal teams (Product, Engineering, QA) to escalate and resolve deeper system issues.

  * Perform log analysis and error tracing when necessary.

4. API Debugging & Technical Support

  * Use Postman or similar tools to simulate and debug API calls.

  * Log and track backend/system errors when required.

5. Documentation & Knowledge Sharing

  * Maintain clear documentation of resolutions, processes, and standard operating procedures.

  * Contribute to internal knowledge bases and client-facing FAQs.

6. Client Communication

  * Communicate technical information in a clear, concise, and professional manner.

  * Provide regular ticket updates and follow-ups with clients until closure.

  * Participate in client meetings, if required, to provide technical insights.

7. Continuous Improvement

  * Identify recurring issues and suggest product or process improvements.

  * Collaborate with product and dev teams to enhance the supportability of applications.

Required Skills & Qualifications:

* Bachelor's degree in Computer Science, IT, or related field (or equivalent work experience).

* 3+ years of experience in application or technical support.

* Proficiency with:

· Ticketing platforms (e.g., Freshdesk, Zendesk, Jira Service Desk)

· API testing tools like Postman

· SQL basics for querying databases

· Strong problem-solving and analytical thinking skills.

·  Excellent written and verbal communication.

· Ability to multitask and prioritize in a fast-paced environment.

· Willingness to work in rotational shifts 

• · Proficiency in Arabic is a strong plus.