We are looking for a full-time Technical Account Engineer based in Saudi Arabia, reporting to the Manager, Technical Account Services, EMEA. You will provide deep technical troubleshooting for issues related to specific customers. The TAE team will be responsible for supporting all of the issues for the company's Elite customers. This role is an onsite role which will require presence at our client's default location.
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Responsibilities
- Providing dedicated technical support to assigned customers, ensuring timely resolution of issues.
- Troubleshooting technical problems using log analysis, system tools, and industry best practices.
- Managing and updating support tickets with accurate details for transparency and resolution tracking.
- Collaborating with engineering teams to resolve escalated issues and verify solutions.
- Hosting technical meetings and managing high-priority service challenges effectively.
- Staying updated on company products, industry trends, and customer environments.
Requirements
- Demonstrate fluency in English and Arabic for effective communication.
- Possess 5+ years of experience in Tier 2 or Tier 3 technical support roles.
- Manage multiple tickets while troubleshooting complex technical issues efficiently as well as compose technical documents to explain issues and solutions clearly.
- Seek candidates with experience in Unified Communications, including video and telephony products, particularly VOIP and Contact Center expertise.
- Demonstrate advanced network knowledge, such as CCNA/CCNP, Wireshark, CompTIA Network+ certification or equivalent experience.
- Apply IT administration, network security, and group policy experience effectively.
- Deploy .msi files and manage mass package creation and deployment.
Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.
Benefits
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways.
