Product Support Specialist – First-Line Tech Troubleshooter

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

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.