Technical Support Officer – Holoolk@2030

Provide technical and operational support to platform users, monitor platform readiness for field surveys, and ensure data field inputs are secure and accessible.

Job snapshot

• Company: Holoolk
• Location: Mecca, Saudi Arabia
• Job type: Full-time

Key responsibilities

• Handle user issues: troubleshoot login problems, activate accounts, access surveys and tasks, and assist with platform and app usage.
• Account and permission management: create, update, and disable user accounts, assign permissions based on approved requests from the platform project manager.
• Platform setup: input and update data for entities, sites, and users, upload approved survey templates and prepare them for operation according to approved permissions and procedures.
• Operational readiness check: ensure surveys, questions, options, and tasks appear for relevant users, test sending and uploading images and location recording when required.
• Monitor data access: verify completed surveys are saved and appear on the platform, track synchronization or data loss issues, coordinate with the technical team.
• Receive and document reports: record problem occurrence, affected user, related survey or task, attach images, outline reproduction steps, and classify priority based on operational impact.
• Problem solving and escalation: resolve operational issues within your scope, escalate software bugs to the technical team with clear information, track solutions and update affected users.
• Test repairs and updates: trial solutions and developments before user release according to the testing plan, verify problem resolution and document findings.
• User training: provide practical guidance on platform and app usage, prepare concise guides for common questions and errors.
• Coordinate with completion team: track technical needs and field operation issues, raise concerns requiring decision or development to the platform project manager.
• Support performance team and data analysis: resolve data access and export issues, document technical discrepancies and report to specialists.

Requirements

• Baccalauréat degree or equivalent
• Proven experience in technical support roles
• Strong problem-solving skills and attention to detail
• Fluency in Arabic and English, both written and spoken
• Familiarity with survey and data collection platforms
• Ability to work in a team and manage multiple tasks

What is offered

• Competitive salary package
• Health insurance and other benefits
• Opportunities for professional growth and development
• Dynamic and multicultural work environment

How to apply

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