Customer Success Service Support (General Direction) Full Time NEW

We are looking for a Customer Success Service Support Expert to provide on-site technical support for customers in Riyadh, Saudi Arabia. You will work closely with the Customer Success Manager (CSM) to resolve technical issues, coordinate with internal teams, and ensure a smooth customer experience.

Key Responsibilities

• Serve as the primary contact for customer technical issues.
• Troubleshoot, prioritize, and document support cases.
• Coordinate with internal teams to resolve issues and ensure timely closure.
• Keep customers informed throughout the resolution process.
• Build strong relationships with customer stakeholders.
• Create knowledge articles, FAQs, and user guides based on recurring issues.
• Provide basic product guidance or training when needed.
• Identify and escalate potential risks or service issues.
• Participate in an on-call support rotation as required.

Qualifications

• 3–5 years of experience in Technical Support, Customer Success, Technical Account Management, Solution Architecture, or similar roles within enterprise software, SaaS, or cloud computing.
• Good knowledge of Linux/Windows, networking (TCP/IP, HTTP, DNS), troubleshooting, and cloud technologies (IaaS, PaaS, SaaS).
• Strong communication, customer service, and problem-solving skills.
• Professional proficiency in English and Chinese. Arabic proficiency is a plus.
• Willing to work on-site in Riyadh, travel when required, and participate in a rotating on-call schedule.

Preferred Qualifications

• Experience supporting enterprise or cloud solutions.
• Experience working with international customers or Middle East projects.
• Certifications such as PMP, ITIL, AWS, Azure, GCP, or Alibaba Cloud are a plus.

Compliance

• Committed to data security, privacy, and compliance with local regulations.