Support Engineer📣 Job Ad

About the Support Engineer Role

eSense is seeking a Support Engineer to join our team in Riyadh. This full-time position involves providing first-level technical support to clients for the company's projects and products. The role requires a solid understanding of our offerings and the ability to handle intermediate support cases, contributing to client satisfaction and adherence to service level agreements.

Role Responsibilities

The Support Engineer will be responsible for:

• Handling client support requests that require intermediate knowledge of projects and products.
• Providing detailed business and technical guidance and solutions to clients and end-users.
• Accurately logging all support activities, issues, and resolutions in the ticketing system.
• Escalating complex or unresolved issues to higher support levels or specialized technical teams when necessary.
• Assisting in the creation and updating of support documentation and knowledge base articles.
• Maintaining effective communication with clients and internal teams to ensure timely resolution.
• Contributing to the improvement of support services and client experience processes.

Required Qualifications

Candidates for this role should possess the following qualifications:

• A Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 2 to 5 years of experience in technical support, system administration, or similar roles.
• A basic understanding of hardware, software, networks, and enterprise support tools.

Essential Skills and Abilities

Successful candidates will demonstrate the following skills:

• Strong analytical and problem-solving skills for complex troubleshooting scenarios.
• Excellent communication skills for effective interaction with clients and technical teams.
• The ability to handle multiple support cases and prioritize effectively.
• The capacity to quickly understand advanced product features and client-specific requirements.
• Experience supporting enterprise-level applications or systems is considered a plus.

Work Environment and Type

This is a full-time position based in Riyadh. The role involves direct client interaction and collaboration with internal technical teams.