Customer Support Engineer

The company is seeking a highly skilled and motivated on-site customer support engineer to join our International Services team. This role is critical to the delivery of mission-critical operations systems, encompassing the development and implementation of customer applications and company products, ensuring optimal customer performance and success.

In response to rapid advancements in IT and communications technologies, and the increasing demand for Advanced Command & Control Center software solutions built on Cloud Computing, AI, and Machine Learning (ML), we are expanding our Services team. This role will provide essential field engineering services to our AMEA customers, reflecting our commitment to innovation and customer satisfaction. At the company, we invest in our employees. You will receive comprehensive training and certifications in required technologies and service management, empowering you to excel in your role and advance your career. You will initially support the design and implementation of management, service, and maintenance solutions for customer networks, with the goal of independently leading and managing these efforts.

Responsibilities

• Collaborate with cross-functional teams across various technology stacks (web, mobile, middleware) to resolve complex business and technical challenges.
• Provide high-quality technical and operational support for mission-critical IT and Radio systems within a team environment, ensuring service level and operational key performance indicators are consistently met.
• Maintain system performance and availability through incident and performance management processes.
• Work closely with Field Services Engineers and Technical Support Operations to ensure adherence to Service Level Agreements (SLAs).
• Manage the resource calendar to ensure all Maintenance Agreement (MA) deliverables are fulfilled.
• Coordinate with the Local Service Delivery Manager (SDM) for all activities related to contract deliverables and appropriate tasking.
• Conduct regular customer meetings to discuss service availability and performance.
• Address customer comments and inquiries related to specific project aspects or the entire project scope.
• Plan and execute technical tasks according to established instructions and processes.
• Respond to customer problems directly or through the internal customer interface.
• Troubleshoot and resolve technical design-related issues.
• Attend all scheduled and unscheduled customer meetings, providing reports to the Team Lead and SDM.

The primary objective of this role is to ensure all Service Obligations to the customer are met and to provide expert technical assistance and advice throughout the Maintenance Agreement lifecycle.

Requirements

• Engineering or Sciences degree OR 4+ years of experience as a System Manager or in Field Service, with expertise in one or more of the following areas: Broadband PTT, Wired/Wireless Communication Systems, IT Systems, or Networking equipment.
• Legal authorization to work in the specified country indefinitely is required; employer work permit sponsorship is not available.
• Background in Network/IT, Broadband PTT, or Customer Service.
• Strong professional interpersonal and communication skills.
• Excellent command of verbal and written English and Arabic.

Travel Requirements
Under 25%

Relocation Provided
Domestic

Position Type
Experienced

Location
Riyadh, Saudi Arabia