Application Support Specialist – SMS & API Services

About the role

We are seeking an Application Support Specialist to provide first‑line and second‑line technical assistance for our SMS, API and value‑added services platforms. The role involves troubleshooting, monitoring application health and supporting customers throughout onboarding and daily operations in a 24/7 environment.

Key responsibilities

• Respond to customer inquiries, incidents and complaints via phone, email and support channels.
• 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 onboarding, service activation and usage.
• Investigate complaints, identify root causes and implement effective solutions.
• Generate and analyse reports using SQL queries and database tools.
• Prepare technical documentation, user guides and support reports.
• Maintain accurate customer records and service logs.

Required profile

• Bachelor’s degree in Computer Science, IT, Software Engineering or a related field.
• Experience in technical or application support, service desk or customer support roles.
• Strong knowledge of SQL databases and reporting.
• Ability to work in a 24/7 support environment.

Required skills

• SQL database querying and reporting.
• SMPP protocol and API integrations.
• SMS platforms and VAS services.
• Application monitoring and performance tuning.
• Linux operating system and log analysis.