Customer Success & Technical Support

Qualifications

• 3–5 years of experience in IT-related roles, with a background in enterprise software, cloud computing, SaaS platforms, or related technology services.
• Hands‑on experience as a Technical Account Manager (TAM), Solution Architect (SA), Technical Support Engineer, Customer Success Manager (CSM), or similar customer‑facing technical role.
• Strong ability to understand customer requirements, provide technical guidance, and ensure successful adoption and delivery of technology solutions.
• Solid technical foundation with practical knowledge of Linux/Windows operating systems, networking fundamentals (TCP/IP, HTTP, DNS), and common troubleshooting methodologies.
• Basic understanding of cloud computing concepts, including IaaS, PaaS, SaaS, and cloud‑based service architectures.
• Strong analytical thinking and problem‑solving skills, with the ability to diagnose complex technical issues, coordinate resources, and drive issues through resolution.
• Able to remain calm under pressure and manage critical customer incidents effectively.
• Excellent verbal and written communication skills, with the ability to clearly explain technical concepts to customers and internal teams with different technical backgrounds.
• Customer‑oriented mindset with strong ownership, empathy, and commitment to delivering high‑quality service experiences.
• Strong collaboration skills with the ability to work closely with engineering, product, sales, and operations teams.

• Previous experience as a TAM, Solution Architect, or Technical Support Engineer at a major cloud service provider is highly preferred.
• Experience in overseas customer support or technical service delivery, especially in the Middle East region.
• Relevant certifications such as PMP, ITIL, AWS, Azure, Google Cloud, Alibaba Cloud, or other cloud technology certifications are a plus.
• Basic Arabic communication skills with the ability to handle daily conversations are preferred.