Customer Support Specialist – On‑site (Saudi Arabia)

About the role

Our client seeks an experienced Customer Support Specialist to work on‑site in Saudi Arabia. You will partner closely with the Customer Success Manager to drive product adoption, resolve technical issues, and act as the primary bridge between the customer and internal technical teams.

Key responsibilities

• Serve as the first technical point of contact on‑site, receive, respond to, and diagnose customer issues reported through multiple channels.
• Log, prioritize, and track issues in internal systems, coordinating with back‑end teams until full resolution.
• Maintain strong relationships with the customer’s IT and business teams, providing regular status updates and managing expectations.
• Document common issues, create technical guides, and deliver small‑scale product training sessions.
• Identify and escalate potential risks to product usage, service stability, or customer relationships to the CSM and project team.
• Provide 24/7 on‑call and emergency response support, including short‑term travel as needed.

Required profile

• 3‑5 years of IT experience in roles such as Technical Account Manager, Solutions Architect, Technical Support Engineer, or Customer Success Manager within enterprise software, cloud or SaaS environments.
• Solid technical foundation with hands‑on experience in Linux and Windows operating systems, networking protocols (TCP/IP, HTTP, DNS), and common troubleshooting tools.
• Excellent verbal and written communication skills in English; native‑level Mandarin for internal collaboration; basic Arabic conversation skills are a plus.
• Strong analytical and problem‑solving abilities, calm under pressure, and a high service orientation.
• Understanding of Saudi laws, business culture, and data‑security/privacy regulations.

Required skills

• Linux operating system
• Windows OS
• TCP/IP networking
• HTTP protocol
• DNS
• Cloud computing concepts
• Standard troubleshooting tools