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 Position Details Position Title: Support Engineer

Location

Riyadh, Saudi Arabia Experience Required: 8+ years