وظيفة أخصائي دعم تطبيقات لدى 2P Perfect Presentation في الرياض

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