Support Engineer

About the Role:

We are seeking an experienced Support Engineer to join our Riyadh team. In this role, you will deliver high-quality technical support for IT systems and CRM platforms, ensuring timely resolution of customer issues and continuous service improvement.

Responsibilities:

• Provide 2nd and 3rd line technical support for infrastructure and CRM applications
• Diagnose and troubleshoot hardware, software, and network issues
• Manage and prioritize support tickets using CRM/ticketing systems
• Collaborate with engineering and product teams to escalate and resolve complex incidents
• Perform root cause analysis and implement preventive measures
• Document support procedures, maintain knowledge base articles, and update system documentation
• Participate in on-call rotation and handle escalations outside regular business hours
• Conduct user training sessions and share best practices with customers and internal teams

Required Qualifications:

• 8–10 years of experience in technical support or IT support roles
• Proven hands-on experience with CRM platforms (e.g., Salesforce, Microsoft Dynamics)
• Strong knowledge of Windows and Linux operating systems
• Solid understanding of networking concepts and protocols (TCP/IP, DNS, VPN)
• Experience with ticketing systems such as Zendesk or ServiceNow
• Bachelor’s degree in Computer Science, Information Technology, or related field
• Excellent written and verbal communication skills in English

Preferred Qualifications:

• ITIL Foundation certification
• Salesforce Administrator or equivalent CRM certification
• Experience with cloud platforms (AWS, Azure)
• Scripting skills in Python, PowerShell, or Bash
• Fluency in Arabic