Overview
Application Support Specialist Jobs in Riyadh, Saudi Arabia at 2P Perfect Presentation
Title: Application Support Specialist
Company: 2P Perfect Presentation
Location: Riyadh, Saudi Arabia
About 2P
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
Required Skills:
• Technical Support & Customer Service
• Incident Management & Problem Management
• SMS Platforms & VAS Services
• SMPP Protocols & API Integrations
• SQL Database Querying & Reporting
• Application Monitoring & Performance Tuning
• Troubleshooting & Root Cause Analysis
• Technical Documentation & Reporting
• Service Desk / Helpdesk Operations
• Strong Communication & Customer Handling Skills
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:
• 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
• Telecommunications or VAS industry experience is highly preferred