Application Support Specialist

2P Perfect Presentation; As Sudiyah; On-site; OMR 9,200 - 13,000; Full time

Job summary

2P is seeking a Technical Support Engineer to provide technical support and operational monitoring for SMS, API, and VAS platforms. The role requires strong troubleshooting, customer service experience, SQL knowledge, and the ability to operate in a 24/7 environment.

Based in Saudi Arabia’s ICT landscape, you will be the primary contact for incidents, perform troubleshooting, monitor service health, and collaborate with internal teams to ensure continuous service delivery and customer

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field.
• Experience in Technical Support, Application Support, Service Desk, or Customer Support roles.
• Strong knowledge of SQL databases and reporting.
• Experience supporting enterprise applications and customer-facing systems.

Responsibilities

• Provide first-line and second-line support to customers via phone, email, and support channels.
• Act as the primary helpdesk contact for customer inquiries, incidents, and complaints.
• Troubleshoot and resolve issues related to SMS services, SMPP connections, APIs, and web-based platforms.
• Monitor application performance, availability, and service health across production environments.
• Perform application testing, performance tuning, and incident resolution activities.
• Support customers during onboarding and guide them through service activation and usage.
• Investigate customer complaints, identify root causes, and provide effective solutions.
• Generate and analyze reports using SQL queries and database tools.
• Prepare technical documentation, user guides, and support reports.
• Monitor VAS SMS Gateways 24/7 and escalate critical issues when necessary.
• Collaborate with internal technical teams to ensure service continuity and customer satisfaction.
• Maintain accurate customer records and service logs.

Skills

Technical Support

Incident Management

Education

Bachelor's degree in CS/IT/SE

Tools

SQL

Linux

Job description

Since 2004, 2P has been a leader in Saudi Arabia’s ICT landscape, delivering integrated technology solutions that help organizations accelerate digital transformation and improve operational efficiency. With a strong foundation in innovation and service excellence, 2P continues to provide end-to-end solutions through its specialized business units and trusted market expertise. We are always looking to connect with talented professionals who are passionate about making an impact and growing within a dynamic, forward-looking environment.

We are looking for a dedicated Technical Support Engineer to provide technical support and operational monitoring for SMS, API, and Value-Added Services (VAS) platforms. The ideal candidate will have strong troubleshooting capabilities, customer support experience, SQL knowledge, and the ability to operate within a 24/7 support environment.

Key Responsibilities:

• Provide first-line and second-line support to customers via phone, email, and support channels
• Act as the primary helpdesk contact for customer inquiries, incidents, and complaints
• Troubleshoot and resolve issues related to SMS services, SMPP connections, APIs, and web-based platforms
• Monitor application performance, availability, and service health across production environments
• Perform application testing, performance tuning, and incident resolution activities
• Support customers during onboarding and guide them through service activation and usage
• Investigate customer complaints, identify root causes, and provide effective solutions
• Generate and analyze reports using SQL queries and database tools
• Prepare technical documentation, user guides, and support reports
• Monitor VAS SMS Gateways 24/7 and escalade critical issues when necessary
• Collaborate with internal technical teams to ensure service continuity and customer satisfaction
• Maintain accurate customer records and service logs

Required Skills:

• Technical Support & Customer Service
• Incident Management & Problem Management

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field
• Experience in Technical Support, Application Support, Service Desk, or Customer Support roles
• Strong knowledge of SQL databases and reporting
• Experience supporting enterprise applications and customer-facing systems

Preferred Qualifications:

• Knowledge of ITIL Incident & Problem Management practices
• Experience working in a 24/7 operations environment
• Familiarity with Linux and application log analysis
• Telecommunications or VAS industry experience is highly preferred