Customer Success Service Support Expert

Customer Success Service Support Expert **Location:** Riyadh, Saudi Arabia (On-site) Job Overview We are seeking an experienced **Customer Success Service Support Expert** to join a core project team in Saudi Arabia. The successful candidate will work closely with the Customer Success Manager (CSM) to provide on-site support to customers, ensuring the smooth adoption and operation of products and solutions. The role involves promptly responding to and resolving technical and product-related issues, acting as a key liaison between customers and internal technical teams, and delivering exceptional service value. Core Responsibilities * Serve as the primary technical contact for customers, receiving, responding to, and performing initial diagnosis of issues reported through on-site communication, instant messaging platforms, and ticketing systems. * Accurately assess issue types and priorities, create and maintain records within internal systems, and coordinate with technical support, product, and R&D teams to drive issues through to resolution. * Build and maintain strong relationships with customer IT and business teams, providing regular updates on issue status and managing customer expectations. * Develop and maintain knowledge resources including technical documentation, FAQs, and user guides. * Deliver basic product training and guidance to customers when required. * Identify potential risks, service concerns, or product usage challenges and escalate them to project stakeholders in a timely manner. RequirementsExperience * 3–5 years of experience in IT-related roles. * Previous experience as a Technical Account Manager (TAM), Solution Architect (SA), Technical Support Engineer, Customer Success Manager (CSM), or similar role within enterprise software, cloud computing, or SaaS environments. Technical Skills * Strong understanding of Linux and Windows operating systems. * Knowledge of networking concepts including TCP/IP, HTTP, and DNS. * Experience using common troubleshooting and diagnostic tools. * Basic understanding of cloud technologies (IaaS, PaaS, SaaS). Communication & Problem-Solving * Excellent verbal and written communication skills. * Strong customer service mindset with the ability to communicate effectively with both technical and non-technical stakeholders. * Strong analytical thinking and problem-solving capabilities. * Ability to remain calm and effective under pressure. Language Requirements Candidates must be proficient in at least **two** of the following languages: * Arabic * English * Chinese Additional requirements: * Fluent English (spoken and written). * Chinese language proficiency sufficient to participate in meetings and review technical documentation. * Arabic language skills are highly desirable and will be considered an advantage. Work Arrangement * On-site support in Riyadh, Saudi Arabia. * Occasional short-term travel within Saudi Arabia or neighboring regions may be required. * Willingness to participate in 24/7 on-call and standby support rotations and respond promptly to urgent customer issues. Preferred Qualifications * Experience with mainstream cloud providers. * Overseas technical support or customer-facing experience, particularly within the Middle East region. * Relevant certifications such as PMP, ITIL, AWS, Azure, GCP, or Alibaba Cloud. * Basic conversational Arabic skills. Culture & Compliance * Respect for local laws, business practices, and social customs in Saudi Arabia. * Strong awareness of data security and privacy protection requirements. * Commitment to complying with company and client data security policies. **To Apply:** Send your CV to **[email protected]** Work Location: In person