Support Engineer II

MoznRiyadh, Riyadh Region, Saudi Arabia

23 hours ago

Job description

About Mozn

Mozn is a rapidly growing technology firm revolutionising the field of Artificial Intelligence and Data Science headquartered in Riyadh, Saudi Arabia, and it’s working to realise Vision 2030 with a proven track record of excellence in supporting and growing the tech ecosystem in Saudi Arabia and the GCC region. Mozn is the trusted AI technology partner for some of the largest government organizations, as well as many large corporations and startups.

About The Role

The purpose of this role is to serve as the first line of defence for our customers' technical issues, ensuring timely and effective resolution. As a Support Engineer II, you will maintain customer satisfaction by addressing and resolving technical challenges, providing expert guidance, and contributing to the continuous improvement of our solutions and support processes.

What You'll Do

Providing technical support to customers via phone, email, and chat, addressing inquiries and resolving issues related to our solutions and services
Troubleshooting complex technical problems, identifying root causes, and implementing solutions in a timely manner
Escalating issues to higher‑level support or development teams when necessary, ensuring proper documentation and communication
Collaborating with cross‑functional teams to identify recurring issues and contribute to the development of long‑term solutions
Creating and maintaining detailed documentation of support cases, resolutions, and best practices to enhance the knowledge base
Assisting in the installation, configuration, and maintenance of software applications for customers
Conducting remote sessions with customers to diagnose and resolve technical issues
Providing feedback to product management and development teams based on customer interactions and common support trends
Staying up to date with the latest product releases, updates, and industry trends to provide accurate and relevant support

Qualifications

Bachelor’s degree in Computer Science, Information Technology, or a related field

2 years of experience in a technical support or similar role

Strong understanding of software systems, networks, and troubleshooting methodologies

Proficiency in operating systems (Windows, macOS, Linux) and software applications

Experience with ticketing systems such as Jira, Zendesk, or similar

Excellent problem‑solving skills and the ability to work under pressure

Strong verbal and written communication skills, with a focus on customer service

Ability to work independently and as part of a team

Familiarity with programming languages or scripting is a plus

Outstanding multitasking abilities

Benefits

You will be at the forefront of an exciting time for the Middle East, joining a high‑growth rocket‑ship in an exciting space

You will be given a lot of responsibility and trust. We believe that the best results come when the people responsible for a function are given the freedom to do what they think is best

The fundamentals will be taken care of : competitive compensation, top‑tier health insurance, and an enabling culture so that you can focus on what you do best

You will enjoy a fun and dynamic workplace working alongside some of the greatest minds in AI

We believe strength lies in difference, embracing all for who they are and empowering them to be the best version of themselves

Seniority Level

Entry level

Employment Type

Full‑time

Job Function

Information Technology

Industries

Software Development

#J-18808-Ljbffr

Create a job alert for this search

Engineer Ii • Riyadh, Riyadh Region, Saudi Arabia