Onsite Support Consultant

About the Role

Role:
Onsite Support Consultant

Location:

Riyadh

Experience:

3‑5 Years

Seclore protects and controls digital assets to help enterprises prevent data theft and achieve compliance. Permissions and access to digital assets can be granularly assigned and revoked, or dynamically set at the enterprise level, including sharing with external parties. Asset discovery and automated policy enforcement allow enterprises to adapt to changing security threats and regulatory requirements in real‑time and at scale.

• Act as the primary point of contact by providing technical support to enterprise customers while being stationed at the customer location.
• Handle real‑time email or voice‑call queries and respond in a timely manner.
• Advocate for the customer by ensuring their concerns and issues are addressed effectively.
• Achieve a strong understanding of Seclore products and develop expertise in their functionality.
• Apply knowledge, experience, and analytical skills to diagnose and resolve issues in unique and complex customer environments.
• Strive to provide resolutions on the first interaction with the customer.
• Manage multiple cases simultaneously, addressing varying degrees of severity.
• Effectively communicate procedural and technical issues to internal teams, customers, and stakeholders.
• Prioritize and manage the schedule of cases, determine their priority level, and set expectations with customers.
• Assess the need to escalate cases to the appropriate resources for handling complex issues or situations.
• Engage with internal teams to prioritize and address customer requests efficiently.
• Conduct research on operating systems, infrastructure technologies, and Seclore products as required.
• Participate in new product releases, ensuring that all necessary training and information requirements are met to provide support for the new release.
• Engage in ongoing training, self‑learning, and functional/organizational development.
• Create and update documentation and support knowledge bases to reduce troubleshooting time and drive faster resolutions.
• Collaborate with internal and customer teams with diverse expertise to enhance the overall support experience.

• Support – Assist users in operating Seclore applications by addressing their questions and providing guidance over phone, chat, and email.
• Troubleshoot software malfunctions by diagnosing technical issues.
• Repair and resolve application software malfunctions to ensure seamless functionality.
• Consulting – Provide insights to the Customer Success Manager regarding new requirements and changes at the customer end.
• Conduct periodic Seclore system health checks and share reports with relevant stakeholders.
• Monitor system usage and provide valuable inputs to optimize performance.

• Operating Systems – Windows Server, Windows Client, and Linux.
• Expert‑level understanding of Windows and Linux server concepts.
• Practical experience troubleshooting Windows/Linux OS and application‑related issues.
• Infrastructure technologies – Active Directory (AD), DNS, DHCP, and IIS.
• Proficiency in using the Microsoft Office Suite.
• Strong foundation in networking principles.
• Working knowledge of:
• Relational database principles and methodologies – MS‑SQL, Oracle.
• Antivirus or Data Loss Prevention (DLP) software.
• Diagnostic tools such as Process Monitor, Process Explorer, and Network Monitor/Wireshark.