Application Support Specialist

2P Perfect Presentation; Riyadh; On-site; SAR 120,000 - 180,000; Full time

Job summary

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

The candidate will troubleshoot issues, monitor service health, assist with onboarding, generate SQL reports, and collaborate with internal teams to ensure service continuity

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 escalat…
• Collaborate with internal technical teams to ensure service continuity and customer satisfaction.
• Maintain accurate customer records and service logs.

Skills

Technical Support

Customer Service

Incident Management

SQL Databases

Education

Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or related field

Tools

Linux

SMPP

APIs

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 escalat…
• 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