Support Engineer II

Full Description

About The Role:

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.

About the company:

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 committed to realizing 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 a trusted AI technology partner for several large government organizations, as well as many corporations and startups.

Responsibilities:

• Provide technical support to customers via phone, email, and chat, addressing inquiries and resolving issues related to our solutions and services.

• Troubleshoot complex technical problems, identify root causes, and implement solutions in a timely manner.

• Escalate issues to higher-level support or development teams when necessary, ensuring proper documentation and communication.

• Collaborate with cross-functional teams to identify recurring issues and contribute to the development of long-term solutions.

• Create and maintain detailed documentation of support cases, resolutions, and best practices to enhance the knowledge base.

• Assist in the installation, configuration, and maintenance of software applications for customers.

• Conduct remote sessions with customers to diagnose and resolve technical issues.

• Provide feedback to product management and development teams based on customer interactions and common support trends.

• Stay 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:

• Opportunity to be at the forefront of an exciting time for the Middle East, joining a high-growth rocket ship in the AI space.

• Significant responsibility and trust to make impactful decisions.

• Competitive compensation and top-tier health insurance.

• Enabling culture to focus on your best work.

• A fun and dynamic workplace alongside some of the greatest minds in AI.

• An inclusive environment that embraces diversity.

Language Requirements: Proficient communication skills in English are preferred.