Job Description
Roles & Responsibilities
Job Summary
We are looking for a dedicated Application Support Engineer to provide first- and second-level support for application-related issues within the DGSN Morocco program. The successful candidate will serve as the primary interface for incident intake, triage, reproduction, and escalation, playing a vital role in maintaining application availability and user experience for end-user government agencies. This position requires strong analytical skills, discipline in incident logging, and a collaborative approach to working with platform and product teams.
Key Responsibilities
Application Support & Incident Management
Provide L1/L2 application support during assigned shifts, acting as the primary point of contact for incident intake.
Receive, log, categorize, and manage all incidents in the Service Management System in a timely and accurate manner.
Perform initial diagnosis and attempt to reproduce reported application issues to confirm behavior.
Conduct daily application health checks to proactively identify service degradation or failures.
Troubleshooting & Escalation
Identify stopped or degraded application services and execute restart or recovery actions where applicable and authorized.
Analyze application logs, error messages, and system behavior to isolate root causes.
Distinguish clearly between application-layer, infrastructure-layer, and platform-layer issues and route accordingly.
Escalate confirmed defects or complex issues to the product or engineering team with full documentation and reproducibility steps.
Communication & Reporting
Communicate incident status and resolution updates clearly to end users and relevant stakeholders.
Maintain accurate records of incident trends, recurring issues, and resolution times.
Contribute to knowledge base articles and support documentation.
Qualifications & Experience
Bachelor's degree in Computer Science, Information Technology, or a related field.
2–4 years of experience in enterprise application support at L1/L2 level.
Strong Linux command-line skills for log analysis and process-level diagnostics.
Ability to interpret and analyze application logs, stack traces, and error outputs.
Familiarity with APIs (REST) and distributed system architectures.
Experience with ITSM tools and structured incident management workflows (e.g., ServiceNow, JIRA Service Management).
Strong attention to detail and commitment to accurate incident documentation.
Desired Candidate Profile
Preferred Skills
Exposure to web application technologies and basic understanding of database queries (SQL).
Familiarity with monitoring and log aggregation tools (e.g., ELK Stack, Splunk, Graylog).
Experience supporting government or public sector technology platforms.
Ability to work calmly and effectively under pressure during high-priority incidents.
Strong interpersonal and written communication skills for cross-team coordination.
Languages: English, French and Arabic is mandatory given the Morocco deployment context and end-user communication requirements.
Domain Knowledge (Preferred)
Public Safety & Law Enforcement Systems: Prior experience supporting applications used in national security, border control, or law enforcement environments is highly desirable. Sensitivity to data confidentiality and security protocols is essential for this role.
Digital Identity & Document Processing Systems: Familiarity with applications related to identity verification, biometric enrollment, travel document processing, or population register management is a strong differentiator within the DGSN Morocco program context.
Compensation & Benefits
Competitive salary aligned with Morocco market benchmarks.
Health insurance coverage per local labor law.
Annual leave entitlement per local labor law.
Shift and on-call allowances where applicable.
Professional development and ITSM certification support.
Opportunity to contribute to a high-impact national public safety transformation program.