Customer Success Service Support Expert

Job Overview

Core Responsibilities

• Serve as the primary technical contact for customers, receiving, responding to, and performing initial diagnosis of issues reported through on-site communication, instant messaging platforms, and ticketing systems.
• Accurately assess issue types and priorities, create and maintain records within internal systems, and coordinate with technical support, product, and R&D teams to drive issues through to resolution.
• Build and maintain strong relationships with customer IT and business teams, providing regular updates on issue status and managing customer expectations.
• Develop and maintain knowledge resources including technical documentation, FAQs, and user guides.
• Deliver basic product training and guidance to customers when required.
• Identify potential risks, service concerns, or product usage challenges and escalate them to project stakeholders in a timely manner.

Experience

• 3–5 years of experience in IT-related roles.
• Previous experience as a Technical Account Manager (TAM), Solution Architect (SA), Technical Support Engineer, Customer Success Manager (CSM), or similar role within enterprise software, cloud computing, or SaaS environments.

Technical Skills

• Strong understanding of Linux and Windows operating systems.
• Knowledge of networking concepts including TCP/IP, HTTP, and DNS.
• Experience using common troubleshooting and diagnostic tools.
• Basic understanding of cloud technologies (IaaS, PaaS, SaaS).

Communication & Problem-Solving

• Excellent verbal and written communication skills.
• Strong customer service mindset with the ability to communicate effectively with both technical and non-technical stakeholders.
• Strong analytical thinking and problem-solving capabilities.
• Ability to remain calm and effective under pressure.

Language Requirements

• Candidates must be proficient in at least **two** of the following languages:
• Arabic
• English
• Chinese
• Additional requirements:
• Fluent English (spoken and written).
• Chinese language proficiency sufficient to participate in meetings and review technical documentation.
• Arabic language skills are highly desirable and will be considered an advantage.

Work Arrangement

• On-site support in Riyadh, Saudi Arabia.
• Occasional short-term travel within Saudi Arabia or neighboring regions may be required.
• Willingness to participate in 24/7 on-call and standby support rotations and respond promptly to urgent customer issues.

Preferred Qualifications

• Experience with mainstream cloud providers.
• Overseas technical support or customer-facing experience, particularly within the Middle East region.
• Relevant certifications such as PMP, ITIL, AWS, Azure, GCP, or Alibaba Cloud.
• Basic conversational Arabic skills.

Culture & Compliance

• Respect for local laws, business practices, and social customs in Saudi Arabia.
• Strong awareness of data security and privacy protection requirements.
• Commitment to complying with company and client data security policies.
• **To Apply:** Send your CV to **careersmkit@gmail.com**