About the Job
The company is a rapidly growing technology firm revolutionizing the field of Artificial Intelligence and Data Science, headquartered in Riyadh, Saudi Arabia. The company is working to realize Vision 2030 with a proven track record of excellence in supporting and growing the tech ecosystem in Saudi Arabia and the GCC region. The company is the trusted AI technology partner for some of the largest government organizations, as well as many large corporations and startups.
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The purpose of this role is to serve as the first line of defense for our customers' technical issues, ensuring timely and effective resolution. As a Support Engineer II, you will maintain customer satisfaction by addressing and resolving technical challenges, providing expert guidance, and contributing to the continuous improvement of our solutions and support processes.
What You'll Do
Your daily workload might include:
- Providing technical support to customers via phone, email, and chat, addressing inquiries and resolving issues related to our solutions and services.
- Troubleshooting complex technical problems, identifying root causes, and implementing solutions in a timely manner.
- Escalating issues to higher-level support or development teams when necessary, ensuring proper documentation and communication.
- Collaborating with cross-functional teams to identify recurring issues and contribute to the development of long-term solutions.
- Creating and maintaining detailed documentation of support cases, resolutions, and best practices to enhance the knowledge base.
- Assisting in the installation, configuration, and maintenance of software applications for customers.
- Conducting remote sessions with customers to diagnose and resolve technical issues.
- Providing feedback to product management and development teams based on customer interactions and common support trends.
- Staying up-to-date with the latest product releases, updates, and industry trends to provide accurate and relevant support.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 2 years of experience in a technical support or similar role.
- Strong understanding of software systems, networks, and troubleshooting methodologies.
- Proficiency in operating systems (Windows, macOS, Linux) and software applications.
- Experience with ticketing systems, such as Jira, Zendesk, or similar.
- Excellent problem-solving skills and the ability to work under pressure.
- Strong verbal and written communication skills, with a focus on customer service.
- Ability to work independently and as part of a team.
- Familiarity with programming languages or scripting is a plus.
- Outstanding multitasking abilities.
Benefits
Why work at the company?
- Join a high-growth company during an exciting time for the Middle East.
- Enjoy significant responsibility and trust in your role.
- Competitive compensation and top-tier health insurance.
- A fun and dynamic workplace with some of the greatest minds in AI.
- An inclusive culture valuing diversity and empowering everyone to be their best self.
Location: Riyadh, Saudi Arabia
Work Conditions: On-site, Full-time
