Support Engineer

About Us : DirectFN is a leading Capital Market Industry (CMI) Financial Technology software and Content provider, company (now owned by Saudi Tadawul Group / WAMID) specializes in providing brokerage, asset, and custody management solutions, along with market information screens – as productized services. Our innovative products, services, and solutions empower both financial institutions and individuals to optimize their operations and enhance client satisfaction I. JOB SUMMARYThe Support Engineer at DirectFN is a hands-on technical role responsible for supporting the stability and reliability of DirectFN's capital markets applications across client and internal environments. This role handles application issues, post-deployment support, and incident resolution — investigating problems, applying fixes, and ensuring DirectFN's trading, brokerage, and market data platforms remain stable and performant. Working under the direction of the Deployment Manager, the Support Engineer troubleshoots application issues, supports go-live and hyper-care activities, and maintains accurate support documentation.II.

Key Responsibilities

1. Application Support & Incident Handling● Respond to and resolve application issues and incidents across client and internal environments within SLA.● Provide application support during and after deployments, monitoring application health and stability.● Log, track, and update incidents accurately in DirectFN's support tracking system (Jira). applying correct priority and severity classification based on business impact.2. Troubleshooting & Problem Resolution● Investigate application errors, performance issues, and configuration problems, applying fixes and workarounds.● Analyze logs, queries, and system behaviour to identify the causes of issues.● Apply configuration changes and verify resolutions in line with change management processes.3. Monitoring & Stability● Monitor application performance and stability using monitoring and alerting tools, responding to issues promptly.● Flag recurring issues and trends to senior engineers for permanent resolution.● Support post-deployment hyper-care periods to ensure application stability after go-live.4. Documentation & Knowledge Sharing● Maintain accurate support records, incident logs, and resolution notes.● Contribute to knowledge bases, troubleshooting guides, and support documentation.● Share learnings with the team to improve overall support quality.5. Cross-Functional Collaboration● Work with engineering, DevOps, and deployment teams to resolve application issues, using Jira to coordinate, communicate progress, and keep support requests up to date.● Escalate complex or unresolved issues to senior engineers or the Deployment Manager with clear documentation.● Support deployment and go-live activities as required.III. Qualifications & Requirements:● Education: Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related field.● Experience: 3–5 years of experience in application support, technical support, or IT operations roles.● Hands-on experience troubleshooting applications in Linux and/or Windows server environments.● Proficiency in log analysis, basic SQL queries, and scripting languages such as Bash, PowerShell, or Python.● Understanding of application server configuration and database support procedures.● Familiarity with incident management and change management processes.● Practical experience or working knowledge of Jira for incident and ticket management, issue tracking and resolution, monitoring and updating support requests, and coordination and communication with technical teams.● Fluent in English (spoken and written).IV. Prefer to Have:● Experience supporting financial technology applications, trading platforms, or brokerage management systems.● Familiarity with monitoring tools (e.g., Grafana, PRTG, or Datadog).● Exposure to cloud environments (Azure, AWS, or OCI) and containerization basics (Docker).● ITIL Foundation certification or equivalent.V. Core Skills:● Troubleshooting: Identifies and resolves application issues accurately and efficiently.● Technical Aptitude: Solid understanding of application and database behaviour.● Attention to Detail: Logs and tracks incidents and resolutions precisely.● Composure Under Pressure: Remains effective during incidents and go-live windows.● Communication: Communicates clearly with team members and stakeholders.● Collaboration: Works effectively with engineering, DevOps, and deployment teams.VI. Key Result Areas (KRAs):● Issue Resolution: Application issues resolved accurately and within SLA.● Application Stability: Stable applications with prompt response to emerging issues.● Documentation Quality: Accurate incident logs, support records, and knowledge contributions.● Escalation Quality: Timely, well-documented escalation of complex issues.● Technical Growth: Continuous improvement in technical and support skills.