Customer Support Systems Engineer - Saudi Arabia

The leading Gulf job platform, Naukrigulf, is presenting an outstanding career opportunity for ambitious and skilled Systems Engineers to join a customer support team in Saudi Arabia. This role is a cornerstone in bridging internal technical operations with the end-user customer experience, placing the engineer in a pivotal position to maintain the smoothness and efficiency of the technological infrastructure.

Job Description and Responsibilities

The Customer Support Systems Engineer will occupy a strategic role responsible for ensuring the performance and stability of the core systems relied upon by both the support team and customers. Key responsibilities will focus on:

• System Maintenance and Monitoring: Overseeing critical customer support systems (such as Ticketing Systems, Knowledge Bases, CRM integration tools, and related servers) to ensure their 24/7 availability and stability.
• Troubleshooting and Resolution: Diagnosing and resolving complex, system-level technical issues affecting the support team or customers, going beyond first-level troubleshooting.
• Integration and Automation: Working on integrating various support systems with each other and with other company systems to improve workflow. This also involves developing automation scripts and tools to streamline repetitive tasks and boost the support team's productivity.
• Advanced Technical Support: Providing specialized technical support to the customer support team, assisting them with deep technical issues that require an engineering-level understanding of the system.
• Documentation and Training: Creating and updating internal technical documentation for system procedures, and providing necessary training to support staff on new or updated tools and systems.
• Security and Performance: Contributing to ensuring the security and integrity of customer data within support systems, monitoring the performance of these systems, and proposing and implementing upgrades to scale with growing business needs.

Required Qualifications and Skills

To be a successful candidate for this position, you should possess the following qualifications:

• Academic Qualification: A Bachelor's degree in Computer Engineering, Information Technology, or a related field.
• Professional Experience: Proven experience of 3 to 5 years in a similar role such as Systems Engineer, Technical Support Engineer, or Systems Administrator, preferably in a customer-support or IT services-focused environment.
• Technical Skills:
  • Strong knowledge of operating systems (Linux/Windows).
  • Experience with database management (e.g., SQL) and querying.
  • Good understanding of computer networking and basic cybersecurity concepts.
  • Experience working with Application Programming Interfaces (APIs) for system integration.
  • Familiarity with Customer Relationship Management (CRM) and Ticketing systems (like Zendesk, Jira Service Management, Salesforce Service Cloud) will be a significant advantage.
  • Skills in at least one scripting language (e.g., Python, PowerShell, Bash) for automation.
• Soft Skills:
  • Exceptional analytical and problem-solving skills for tackling complex issues.
  • Ability to explain complex technical issues clearly to non-technical audiences.
  • Customer-service orientation and a desire to improve the customer experience.
  • Ability to work effectively both within a team and in a fast-paced environment.
  • Excellent written and verbal communication skills.

Benefits and Opportunities

While specific details are not mentioned in the listing, roles at this level in Saudi Arabia's vibrant market typically come with a competitive package including an attractive salary, health insurance, housing and transportation allowances, along with opportunities for professional development and training in the rapidly growing technology sector.

How to Apply

Applications for this position are handled exclusively via the Naukrigulf platform. Please visit the original job listing link found in the source and submit your updated CV through the platform. Ensure your resume and cover letter highlight the experience and skills mentioned above, particularly those related to customer support systems and complex problem-solving.

This is an excellent opportunity for engineers looking to apply their technical skills in a context that directly impacts customer satisfaction and business success in one of the region's most dynamic job markets.