Technical Support Engineer

Technical Support Engineer

Location: Riyadh, Saudi Arabia

Employment Type: Full-time

Job Overview

Technical Support Engineers provide professional technical support to clients. Pre-sales responsibilities include gathering client needs, explaining technical solutions, and collaborating with the sales team to produce proposals. Post-sales responsibilities include troubleshooting and resolving various issues related to products and services. Ideal candidates should possess solid technical skills, excellent comprehension and problem-solving abilities, and the ability to clearly communicate complex technical information to clients. This position is ideal for individuals who enjoy solving technical problems in a customer-facing environment.

Responsibilities

Understand customer needs, communicate and convey requirements to product managers, and deliver solutions;

Cooperate with sales to explain solutions and deliver proposals;

Participate in understanding tender documents and confirming technical compliance, compiling requirements, and delivering technical proposals;

Provide advanced troubleshooting and technical support for customers' products and services;

Resolve technical issues via phone, email, and remote access tools;

Act as the primary contact for technical consultations, ensuring timely and effective problem resolution;

Accurately record customer issues, actions taken, and solutions;

Assist customers with product setup, installation, and configuration;

Guide customers in using the system, understanding system functions, and best practices;

Work closely with engineering and product teams to resolve complex issues and share customer feedback;

Monitor customer systems. Identify potential issues and proactively maintain the system to minimize downtime.

Key Requirements

Education: Bachelor's degree in Computer Science, Electrical Engineering, or a related field.

Language: Fluent in English is required; Arabic proficiency is a plus.

Experience: 3+ years of pre-sales and after-sales technical support experience; ITS experience is a plus.

Experience in CCTV and ITS hardware installation and troubleshooting.

Tools and Skills:

Familiar with databases such as MySQL and cloud services such as AWS, and possess basic knowledge of TCP/IP network protocols.

Familiar with remote troubleshooting tools such as TeamViewer and remote desktop.

Excellent communication skills to explain technical concepts to non-technical users.

Experience using customer relationship management systems (e.g., Salesforce).

Interested candidates please apply through our official website www.streamax.me

Job Type: Full-time

Work Location: In person