Technical Support Specialist

Job title : Technical Support Specialist

Location : Riyadh, Saudi Arabia

Overview:

The Technical Support Specialist will be responsible for providing technical support, operational assistance, and system administration for enterprise content management and application platforms built on IBM FileNet Content Manager, IBM WebSphere Application Server, and Microsoft SQL Server. The role focuses on day-to-day support, incident handling, troubleshooting, monitoring, and ensuring system stability and availability across production and non-production environments.

The ideal candidate will work closely with developers, business users, DBAs, and infrastructure teams to support system operations, resolve technical issues, and contribute to continuous improvement of the supported platforms.

1- Technical Support & System Operations

Provide day-to-day technical support for IBM FileNet Content Manager environments, including Content Engine (CE), Process Engine (PE), and workplace applications.

Monitor system health, availability, and performance of FileNet services and related components.

Support users with access issues, document lifecycle operations, workflows, metadata, and repository-related requests.

Assist in system configuration changes, patching activities, upgrades, and environment deployments under defined procedures.

2- Application Server Support (IBM WebSphere)

Provide technical support for IBM WebSphere Application Server environments hosting FileNet components.

Assist with application deployments, configuration updates, JVM monitoring, and cluster support activities.

Analyze WebSphere logs, system alerts, and runtime issues to identify and resolve application or middleware problems.

3- Database Support (Microsoft SQL Server)

Provide operational support for SQL Server databases used by FileNet and enterprise applications.

Assist with backup and restore activities, performance monitoring, and basic query troubleshooting.

Work with DBAs to support data integrity, availability, and storage optimization tasks.

4- Incident Management & Troubleshooting

Handle L2/L3 technical support tickets related to application, workflow, document access, and system issues.

Perform root cause analysis for incidents and recurring issues, and support corrective actions.

Coordinate with IBM support or third-party vendors when escalation is required.

Ensure timely resolution of incidents in line with SLA and support procedures.

5- Monitoring, Performance & Optimization

Support monitoring tools and alerting mechanisms to proactively track system health.

Assist in identifying performance bottlenecks and support tuning activities across FileNet, WebSphere, and SQL Server.

Recommend operational improvements to enhance system reliability, response time, and availability.

6 - Documentation & Collaboration

Maintain technical documentation for system configurations, operational procedures, and incident resolutions. Collaborate with business analysts and developers to support enhancements and new features. Participate in change management, release cycles, and testing activities.