Onsite Support📣 Job Ad

About the Onsite Support Role

Seclore is seeking a motivated Onsite Support professional to join our team in Riyadh, Saudi Arabia. This role is integral to our mission of safeguarding data for leading enterprises. If you are a problem solver with a passion for data security and thrive in dynamic environments, this opportunity offers significant career development.

Role Overview and Responsibilities

As a key member of our agile team, you will serve as the primary point of contact for enterprise customers, providing direct on-site technical support. Your responsibilities will include addressing customer concerns effectively, developing deep product knowledge, and applying analytical skills to resolve complex issues within customer environments. You will aim for first-contact resolutions and manage multiple cases simultaneously, ensuring timely and accurate support.

• Provide technical support to enterprise customers directly at their locations.
• Respond promptly to real-time email and voice call inquiries.
• Advocate for customers by ensuring their issues are effectively addressed.
• Gain comprehensive understanding and expertise in Seclore products.
• Diagnose and resolve issues in complex customer environments using knowledge and analytical skills.
• Manage multiple cases of varying severity concurrently.
• Communicate technical and procedural information to internal teams, customers, and stakeholders.
• Prioritize and schedule cases, setting clear expectations with customers.
• Assess and escalate complex issues to appropriate resources.
• Collaborate with internal teams to prioritize and address customer requests.
• Conduct research on operating systems, infrastructure, and Seclore products.
• Participate in new product releases, ensuring readiness to support.
• Engage in continuous training and self-development.
• Create and update documentation and knowledge bases for faster resolutions.
• Collaborate with diverse internal and customer teams to enhance support experience.

Qualifications and Experience

Candidates should possess a strong educational background and relevant experience in technical support and system design. An attitude of perseverance, innovation, and curiosity is essential for overcoming challenges.

• BE / *** / MCA / PGDST qualification from a recognized institute.
• Experience and skills in requirement analysis and impact assessment.
• Experience and skills in designing systems, components, and modules.
• Experience and skills in technology evaluation and decision-making.
• Experience in mentoring team members on technical skills.
• Experience in guiding teams on technical needs.
• Demonstrated perseverance, innovation, and curiosity.
• Working proficiency and strong communication skills in verbal and written English.

Key Skills for Success

• Technical Support
• Problem Solving
• Decision Making
• Agile Environment Adaptability
• Customer Support Excellence
• Product Knowledge Acquisition
• Analytical Skills
• Communication (Verbal and Written English)
• Case Management
• Escalation Management
• Research Capabilities
• Documentation Skills
• Knowledge Base Management
• Requirement Analysis
• Impact Assessment
• System Design Principles
• Technology Evaluation
• Mentoring Abilities

Work Location and Type

This is a full-time, onsite position located in Riyadh, Saudi Arabia. The role requires 5-10 years of relevant experience.