Application Support Specialist📣 Job Ad

About the Role

2P Perfect Presentation is seeking a dedicated Technical Support Engineer to join their team in Riyadh. This full-time position involves providing essential technical support and operational monitoring for SMS, API, and Value-Added Services (VAS) platforms. The role requires strong troubleshooting abilities and experience in a customer-facing support environment.

Company Overview

Since 2004, 2P Perfect Presentation has been a key player in Saudi Arabia's ICT sector, delivering integrated technology solutions designed to facilitate digital transformation and enhance operational efficiency for organizations. The company leverages its expertise and specialized business units to provide comprehensive end-to-end solutions.

Key Responsibilities

• Provide first-line and second-line technical support to customers via phone, email, and designated support channels.
• Serve as the primary point of 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.
• Conduct application testing, performance tuning, and incident resolution activities.
• Assist customers during the onboarding process, guiding them through service activation and usage.
• Investigate customer complaints, identify root causes, and implement effective solutions.
• Generate and analyze reports using SQL queries and database tools.
• Prepare technical documentation, user guides, and support reports.
• Perform 24/7 monitoring of VAS SMS Gateways and escalate critical issues as required.
• Collaborate with internal technical teams to ensure service continuity and customer satisfaction.
• Maintain accurate customer records and service logs.

Required Qualifications and Skills

Candidates should possess:

• A 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.
• Proficiency in Technical Support & Customer Service.
• Experience with Incident Management & Problem Management.
• Familiarity with SMS Platforms & VAS Services.
• Knowledge of SMPP Protocols & API Integrations.
• Skills in SQL Database Querying & Reporting.
• Experience in Application Monitoring & Performance Tuning.
• Strong Troubleshooting & Root Cause Analysis capabilities.
• Ability to prepare Technical Documentation & Reporting.
• Experience in Service Desk / Helpdesk Operations.
• Strong Communication & Customer Handling Skills.

Preferred Qualifications

• Experience supporting SMS Gateways, SMPP, or Messaging Platforms.
• Knowledge of ITIL Incident & Problem Management practices.
• Experience working in a 24/7 operations environment.
• Familiarity with Linux and application log analysis.
• Experience within the Telecommunications or VAS industry.