About the Job:
The Technical Support Manager is responsible for leading the technical support and maintenance operations of key platforms and products, ensuring stability, reliability, and continuous improvement. This role serves as a bridge between technical teams, business stakeholders, and clients, ensuring that support services and enhancements align with business needs and technical excellence.
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Key Responsibilities:
- Oversee day-to-day platform support and maintenance activities to ensure uptime, performance, and service quality.
- Manage incident, problem, and change management processes in coordination with development, infrastructure, and client teams.
- Establish and monitor SLAs, ensuring timely issue resolution and proactive escalation where needed.
- Define, document, and continually improve support workflows, runbooks, and escalation paths.
- Act as the technical escalation point for complex issues, guiding teams toward effective and sustainable resolutions.
- Lead and mentor the technical support team, fostering a culture of accountability, collaboration, and customer focus.
- Serve as the primary contact point for support-related communications with internal teams and clients.
Qualifications:
- Bachelor’s degree in Computer Science, Engineering, or a related field.
- Proven experience (5+ years) in technical support, service delivery, or operations management roles.
- Strong understanding of ITIL principles, incident management, and software development lifecycle (SDLC).
- Experience managing cross-functional teams in a fast-paced environment.
- Strong problem-solving, communication, and stakeholder management skills.
What We Offer:
At the company, we build digital services that make life easier — securely, globally, and sustainably. You’ll join a multicultural, collaborative environment where technical excellence, innovation, and continuous improvement are core values. You’ll have the opportunity to grow professionally by working with a global network of technology and business experts, contributing to impactful digital platforms that serve millions of users in Saudi Arabia and beyond.
Language Requirements: Not specified.
