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.
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In response to rapid advancements in IT and communications technologies, as well as 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. Initially, you will support the design and implementation of management, service, and maintenance solutions for customer networks, with the goal of independently leading and managing these efforts.
Location: Riyadh, Riyadh, Saudi Arabia
Work Conditions: Hybrid, Full-time
Travel Requirements: 50-75%
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.
- 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.
- Conduct regular customer meetings to discuss service availability and performance.
- Troubleshoot and resolve technical design-related issues.
Basic Requirements:
- Engineering or Sciences degree OR 4+ years of experience as a System Manager or in Field Service, with expertise in Broadband PTT, Wired/Wireless Communication Systems, IT Systems, or Networking equipment.
- Legal authorization to work in the specified country indefinitely; 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.
The company believes in a people-first culture, empowering every employee to be their most authentic self and do their best work to deliver on the promise of a safer world.
