Application Support Specialist
Listed on 2026-06-27
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IT/Tech
IT Support, Technical Support, HelpDesk/Support, Systems Administrator
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 escalate critical issues when necessary
- Collaborate with internal technical teams to ensure service continuity and customer satisfaction
- Maintain accurate customer records and service logs
- Technical Support & Customer Service
- Incident Management & Problem Management
- 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
- 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
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