Application Support Specialist

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

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