Product Support Officer

About the role

We are looking for a Product Support Officer to provide first‑line assistance for Almosafer’s digital products, troubleshoot user issues and ensure timely resolution while maintaining a seamless customer experience.

Key responsibilities

• Receive, acknowledge, categorize and prioritize incidents and service requests via Jira Service Management.
• Perform initial troubleshooting using standard operating procedures and the knowledge base.
• Resolve common issues such as access requests, basic configuration problems and known product errors.
• Gather detailed information (screenshots, logs, error messages) to verify issues.
• Communicate status updates regularly to users and meet SLA response and resolution targets.
• Escalate unresolved or product‑related issues to L2 or Product Support with full troubleshooting details.
• Document resolutions and contribute to the knowledge base for recurring problems.
• Monitor ticket queues to ensure no request is missed or delayed.

Required profile

• Bachelor’s degree in Computer Science, IT, Information Systems, Software Engineering or a related field.
• 0–1 year experience in digital application support, technical support, service desk or application support.
• Basic understanding of web application architecture.
• Strong analytical and troubleshooting abilities, including log and error‑message analysis.
• Excellent customer service and communication skills.
• Ability to work under pressure, manage multiple priorities and pay close attention to detail.

Required skills

• Jira Service Management
• Web application architecture
• Log analysis