Support Engineer📣 Job Ad

About the Support Engineer Role

eSense is seeking a dedicated Support Engineer to join our team in Riyadh, Saudi Arabia. This role is essential for providing first-level client support, addressing inquiries related to the company's projects and products. The Support Engineer will be responsible for advanced troubleshooting, ensuring the smooth operation of projects and products, and maintaining high levels of client satisfaction.

This position requires a solid understanding of eSense's offerings, strong technical acumen, and the ability to manage complex support cases. The role also involves guiding junior team members and collaborating with senior support levels and specialized teams to ensure adherence to Service Level Agreements (SLAs).

Key Responsibilities

• Handle support requests from clients that require intermediate knowledge related to projects and products.
• Provide detailed business and technical guidance and solutions to clients and end-users.
• Log all support activities, issues, and resolutions in the ticketing system with precision and clarity.
• Escalate highly complex or unresolved issues to higher support levels or specialized technical teams when necessary.
• Assist in the creation and updating of support documentation and knowledge base articles.
• Maintain effective communication with clients and internal teams to ensure timely resolution and satisfaction.
• Contribute to ongoing process improvements for support services and client experience.

Qualifications and Experience

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 2 to 5 years of experience in technical support, system administration, or related roles.
• Strong analytical and problem-solving skills for complex troubleshooting.
• Excellent communication skills to interact effectively with clients and technical teams.
• Demonstrated ability to handle multiple support cases and prioritize effectively.
• Capability to understand advanced product features and client-specific requirements swiftly.
• Experience with supporting enterprise-level applications or systems is a plus.

Required Skills

• Technical Support
• System Administration
• Hardware and Software Support
• Network Fundamentals
• Enterprise Support Tools
• Analytical and Problem-Solving Skills
• Client Interaction and Communication
• Technical Team Collaboration
• Case Management and Prioritization
• Understanding of Product Features and Client-Specific Requirements
• Experience supporting Enterprise-Level Applications and Systems

Work Details

This is a full-time position based in Riyadh, Saudi Arabia. The role requires 2-5 years of relevant experience.