You will support the company's biometric software running in production environments, with a primary focus on a dedicated long-term partner project in Riyadh. You'll be the first technical point of contact for incidents and requests, working within a structured support process and backed up by a remote team from HQ Bratislava.
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Responsibilities
- Own customer tickets end-to-end: triage, investigation, updates, and resolution within SLA
- Troubleshoot using logs, system behavior, and structured reproduction; escalate to L2/L3 when needed
- Coordinate with HQ and local stakeholders during incidents (Support team, System Engineers, Solution Delivery Managers, ...)
- Ticket ownership: analyze incidents, request missing info, reproduce issues, propose resolution steps
- Customer communication: keep tickets up to date, communicate progress clearly via portal/email/calls
- Operational support: monitoring, coordinating patches/changes in the customer environment, and supporting troubleshooting sessions
- On-call participation: active participation in 24/7 on-call rotations as part of this dedicated customer engagement
Requirements
Languages
- Arabic (professional spoken and written) — required
- English (professional spoken and written) — required
Skills & Mindset
- Strong ownership, structured troubleshooting, and attention to detail
- Comfortable communicating with customers under time pressure (SLA-driven)
- Reliable and able to work independently, while escalating early when needed
Technical Requirements
Must-have:
- Linux administration experience in production environments
- Kubernetes fundamentals — ability to work with pods/services, collect and analyze logs, perform basic troubleshooting
- Ability to read logs and identify likely triggers and root causes
- Experience working in a ticket-based support environment (internal or external)
Nice-to-have:
- Helm (basic usage or understanding)
- Databases: PostgreSQL / MSSQL / Oracle (connectivity checks, basic queries)
- Networking fundamentals (DNS, ports, firewalls, connectivity troubleshooting)
- Monitoring & logging tools: Grafana, ELK (or similar)
- Messaging services exposure
- Scripting / automation basics (Bash, Python, or similar)
On-Call & Availability
This role requires full participation in 24/7 on-call rotations as part of a dedicated single-customer engagement in Riyadh. During on-call periods, candidates must be able to reach the customer site within approximately one hour if required.
Interview Process
- Introduction Stage — Recruiter Screen (virtual call)
- Team Interview Stage — Technical & Team Interview (single extended interview, conversation & practical case-based scenarios)
- Final Stage — CARES Interview — Values driven conversation
