Support Engineer

Role overview

This position is for a mid-level support engineer who serves as the first point of contact for clients using the company’s projects and products. The job calls for stronger troubleshooting ability than an entry-level support role, along with a solid grasp of the company’s solutions and the confidence to manage more demanding issues. You will help keep client operations running smoothly, work with senior support or specialist teams when needed, and contribute to meeting service-level commitments.

What you'll do

• Respond to client support cases that require an intermediate understanding of the company’s projects and products.
• Offer clear business and technical explanations, along with practical solutions, to clients and end users.
• Record every issue, action taken, and final resolution accurately in the ticketing platform.
• Pass unresolved or highly technical matters to advanced support teams or other specialists when appropriate.
• Support the preparation and maintenance of help articles, internal guides, and knowledge base content.
• Stay in regular contact with clients and internal stakeholders to drive timely issue closure and a positive support experience.
• Contribute ideas and input that improve support workflows and overall service quality.

What the employer is looking for

• A bachelor’s qualification in Computer Science, Information Technology, or a closely related discipline.
• Between 2 and 5 years of experience in technical support, system administration, or a similar function.
• Working knowledge of hardware, software, networking, and enterprise support tools.
• Strong analytical thinking and problem-solving ability for handling more complex troubleshooting tasks.
• Good communication skills for dealing with clients and technical colleagues.
• The ability to manage several support issues at once and prioritize work effectively.
• Comfort with quickly learning advanced product capabilities and customer-specific requirements.
• Prior exposure to enterprise applications or systems will be an added advantage.

Additional information

This is a full-time onsite role based in Riyadh, Riyadh, Saudi Arabia. The position focuses on first-level support with a mid-level scope, and it involves collaboration with junior colleagues, higher support tiers, and specialized teams to maintain client satisfaction and SLA compliance. No salary, stipend, start date, duration, or application deadline was provided in the source.