Officer - Product Support

Almosafer; Riyadh; On-site; SAR 60,000 - 100,000; Full time

Job summary

Almosafer is seeking an Officer - Product Support to provide first-line support for digital products, troubleshoot user issues, and ensure timely resolution of service requests while delivering a seamless customer experience. You will receive, triage, and resolve incidents via Jira Service Management, maintaining open communication with users and meeting SLA targets.

The role requires a Bachelor's degree in CS/IT/IS or related field and 0–1 year of Digital/Application Support experience.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Information Systems, Software Engineering, or a related field.
• 0-1 year of experience in Digital Application Support, Technical Support, Service Desk, or Application Support.
• Basic understanding of web application architecture.
• Ability to troubleshoot application-related issues by analyzing logs, user sessions, and error messages.
• Excellent analytical and troubleshooting skills.
• Strong customer service and communication skills.

Responsibilities

• Receive and acknowledge incidents and service requests through Jira Service Management Platform, categorize and prioritize tickets according to impact and urgency.
• Perform initial troubleshooting using standard operating procedures and the knowledge base.
• Resolve common issues such as access/permission requests, basic configuration issues, and known product errors with documented solutions.
• Verify issue details by collecting screenshots, error messages, logs, and reproduction steps.
• Communicate with users regularly and provide status updates.
• Meet SLA targets for response and resolution times.
• Escalate unresolved or product-related issues to L2 or Product Support with complete troubleshooting details.
• Document resolutions and contribute to the knowledge base for recurring issues.
• Monitor ticket queues and ensure no requests are missed or delayed.

Skills

Troubleshooting

Customer service

Communication

Documentation

Analytical thinking

Education

Bachelors in CS/IT/IS

Tools

Jira Service Management

Job description

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About the Company:

At Almosafer Travel & Tourism Co, we're not just part of the travel industry, we're helping shape its future.
As Saudi Arabia's leading travel company, we serve millions across every segment of the travel and tourism ecosystem.
Rooted in our name "Almosafer," meaning the traveler, we strive to make every journey seamless, personal, and purposeful. Our diverse platforms and services are built to deliver enriching experiences that reflect the spirit of Saudi Arabia and the wider region.

We're united by a bold vision:
To be the undisputed leader in travel services, fostering lasting connections and setting new benchmarks for excellence in the Kingdom and beyond.
Our team across Saudi Arabia and the wider region blends deep cultural understanding with forward-thinking innovation, shaping a new standard for travel in the region.

About the Role:

We are seeking an Officer - Product Support to provide first-line support for digital products, troubleshoot user issues, and ensure timely resolution of service requests while delivering a seamless customer experience.

Responsibilities:

• Receive and acknowledge incidents and service requests through Jira Service Management Platform categorize, and prioritize tickets according to impact and urgency.
• Perform initial troubleshooting using standard operating procedures and the knowledge base.
• Resolve common issues such as:
  - Access and permission requests.
  - Basic configuration issues.
  - Known product errors with documented solutions.
• Verify issue details by collecting screenshots, error messages, logs, and reproduction steps.
• Communicate with users regularly and provide status updates.
• Meet SLA targets for response and resolution times.
• Escalate unresolved or product-related issues to L2 or Product Support with complete troubleshooting details.
• Document resolutions and contribute to the knowledge base for recurring issues.
• Monitor ticket queues and ensure no requests are missed or delayed.

Profile Requirements:

• Bachelor's degree in Computer Science, Information Technology, Information Systems, Software Engineering, or a related field.
• 0-1 year of experience in Digital Application Support, Technical Support, Service Desk, or Application Support.
• Basic understanding of web application architecture.
• Ability to troubleshoot application-related issues by analyzing logs, user sessions, and error messages.
• Excellent analytical and troubleshooting skills.
• Strong customer service and communication skills.
• Ability to work under pressure and manage multiple priorities.
• Strong attention to detail and documentation skills.

Being you @ Almosafer:

At Almosafer, our teams work with purpose, clarity, and a shared commitment to doing things the right way. Whether you're building platforms, supporting travelers, or shaping strategy, your work connects to something bigger. Across functions and locations, we value accountability, trust, and collaboration - and we create the structure and space for you to contribute meaningfully from day one.

Here, you will find:
A purpose-led workplace where your ideas can create real impact
Ongoing learning and development to help you grow with intention
Recognition that celebrates your wins, both big and small
A community built on trust, curiosity, and shared momentum

No matter where your journey started, at Almosafer, you will find space to grow, connect, and contribute meaningfully.