Sr. Technical Customer Success Engineer

Overview

Customer Success & Technical Support

• Own end-to-end technical relationships for a portfolio of enterprise accounts across the ME region, serving as the senior escalation point for complex, high-impact issues
• Engage customers directly via calls, on-site visits, and remote sessions to troubleshoot challenges including integrations with Procore, ACC, and Revizto; SSO and API configuration; Power BI dashboards; and BIM alignment and GPS registration workflows
• Proactively monitor account health, identify recurring issue patterns, and flag risks to internal teams before they escalate
• Lead structured customer touchpoints including onboarding, QBRs, and usage reviews — always connecting platform capabilities to customer business outcomes
• Maintain a clear weekly status summary of all open cases by account, ensuring nothing falls through the cracks across your book of business
• Track and manage all support cases using Jira or equivalent issue management tools, maintaining detailed logs, priorities, and resolution timelines

Technical & Engineering Work

• Experience in writing and running scripts and SQL queries to answer customer data questions, automate repetitive internal processes, and build lightweight reporting tools for the regional team
• Build and maintain simple internal dashboards or data extracts that surface customer usage trends, support case patterns, and adoption signals
• Collaborate with Engineering by documenting bugs with precise technical context, reproducing issues in staging environments, and bridging the gap between customer-reported problems and engineering investigation
• Support integration troubleshooting at a code level — reading API responses, parsing logs, and identifying root causes beyond standard tier-1 support
• Comfortable reading & modifying scripts in Python, JS, or similar.
• Familiarity with debug logs (mobile crashes, integration traces, server errors).
• Ability to read architectural/construction drawings (floor plans, sections, BIM) is required.

Regional Operations & Collaboration

• Travel to customer job sites and offices across the ME region (\~25–30%) to deliver in-person support, training, and onboarding
• Collaborate with Account Executives on renewal and expansion conversations by surfacing usage data and technical validation of business value
• Help build out regional support processes, documentation, and knowledge base content that scale as the ME team grows
• What we are looking for:
• ***Education and Experience Required:***
• 5–7 years of experience in a technical customer success, solutions engineering, or senior technical support role — ideally within SaaS or construction technology
• Demonstrated experience managing a portfolio of enterprise B2B accounts and owning complex technical relationships end-to-end
• Hands-on experience with APIs, SSO configuration, integration troubleshooting, and cloud-based SaaS platforms
• Experience with technical support and issue management tools such as Jira, Zendesk Linear, or other customer ticketing applications is essential.
• Ticketing: experience handling customer ticketing (Zendesk or similar) and writing actionable Jira tickets for Engineering (repro, expected vs. actual, logs).
• ***Knowledge, Skills, and Abilities Required:***
• Fluent in Arabic and English — written and spoken — this is a hard requirement for this role
• Strong analytical mindset with the ability to diagnose ambiguous problems and communicate findings clearly to both technical and non-technical audiences
• High emotional intelligence: you build trust quickly, stay calm under pressure, and treat customers as partners
• Organised, metrics-driven, and comfortable working independently in a fast-paced regional environment
• Willingness and ability to travel regularly across the ME region
• Experience using AI tools at work such as Claude, ChatGPT etc
• ***Nice to Have***
• Background in construction, AEC, or field operations technology
• Familiarity with BIM workflows, site capture hardware, or mobile field applications
• Experience with Power BI, Tableau, or similar BI tools
• Familiarity with various PMIS solutions such as Procore, Autodesk Construction Cloud (ACC), Revizto, Aconex and others.
• OpenSpace welcomes employees from varied backgrounds and walks of life, and it’s reflected in our diverse community. OpenSpace is proud to be an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants for employment, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.