6 End Users jobs in Riyadh

Project Kuiper is an initiative to increase global broadband access through a constellation of 3,236 satellites in low Earth orbit (LEO). Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world. Project Kuiper will help close the digital divide by delivering fast, affordable broadband to a wide range of customers, including consumers, businesses, government agencies, and other organizations operating in places without reliable connectivity.


Key job responsibilities
The Business Customer Experience team seeks an experienced Tier 2 leader to establish and drive our advanced support operations. This is a new role and in this role, selected candidate will develop comprehensive troubleshooting run books and establish technical metrics focusing on critical network performance indicators including latency thresholds, packet loss rates, jitter tolerance, and overall network availability. The ideal candidate will implement KPIs tracking mean-time-to-restore (MTTR), first-contact resolution rates, service degradation patterns, and network performance trends across our global infrastructure. You'll be responsible for monitoring service health through key network metrics, managing technical escalation workflows, and ensuring consistent incident resolution while maintaining optimal end-to-end network performance. Experience with satellite network operations and support systems is essential, as you'll collaborate with engineering teams to resolve complex technical issues involving network stability, throughput optimization, and service quality improvements. The role requires expertise in driving operational excellence through quantifiable technical metrics, optimizing team performance, and maintaining high customer satisfaction in a 24x7 technical support environment.

Bachelor's degree in Business, Operations Management, or related field
7+ year's of experience in enterprise support/service operations management
Track record of successfully implementing and scaling support operations
Experience working with global teams across multiple time zones
Strong understanding of service level management and quality metrics

Demonstrated experience in workforce management and capacity planning
AWS Direct Connect or NETDEV knowledge
Knowledge of common support tools and ticketing systems
Multi-lingual capabilities would be an advantage

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

1. 10+ years of experience in digital banking platform support and operations.
2. Proven expertise in IT infrastructure, including networking (LAN/WAN, firewalls, switches/routers), middleware integration, incident/problem management, SRE practices, backup/recovery, and SLA monitoring.
3. Hands-on experience in the banking sector, particularly with banking applications infrastructure, risk/compliance system support, and business continuity planning.
4. ITIL 4 certification, fluency in Arabic and English, and a strong understanding of SAMA, NIST, IFRS, and ITIL standards.

1. Bachelor’s degree in IT or a related field.
2. Familiarity with CRM/CX platforms such as Genesys or Twilio, and working knowledge of Agile/Scrum methodologies.

Arthur Lawrence is a management and technology consulting firm providing enterprise-wide business transformation and business applications implementation services. Our in-depth technical knowledge and broad experience of working with world-class companies enable organizations to leverage our capabilities in developing winning strategies and cost-effective solutions.

We are an UN Women Empowerment Principal Signatory and are certified from the National Minority Supplier Development Council.

• Winner of Entrepreneur 360 Award (2019).
• IAOP Award; Ranked in top 100 internationally.
• Arthur Lawrence ranked within the Inc 5000 twice in 2016 and 2017 as one of the fastest-growing companies in America.
• Named one of the top ten fastest growing businesses in Houston in 2016.
• Ranked 25th in the HBJ's Fast 100 Private Companies Award in 2017.

We rely on seven core values that enable us to deliver quality for our consultants and clients: Education, Integrity, Value Creation, Collaboration, Best Client, Best People, and Stewardship. Through strict adherence to these values, we have achieved success beyond all documented forecasts and expectations.

1. 10+ years of experience in digital banking platform support and operations.
2. Proven expertise in IT infrastructure, including networking (LAN/WAN, firewalls, switches/routers), middleware integration, incident/problem management, SRE practices, backup/recovery, and SLA monitoring.
3. Hands-on experience in the banking sector, particularly with banking applications infrastructure, risk/compliance system support, and business continuity planning.
4. ITIL 4 certification, fluency in Arabic and English, and a strong understanding of SAMA, NIST, IFRS, and ITIL standards.

1. Bachelor’s degree in IT or a related field.
2. Familiarity with CRM/CX platforms such as Genesys or Twilio, and working knowledge of Agile/Scrum methodologies.

Arthur Lawrence is a management and technology consulting firm providing enterprise-wide business transformation and business applications implementation services. Our in-depth technical knowledge and broad experience of working with world-class companies enable organizations to leverage our capabilities in developing winning strategies and cost-effective solutions.

We are an UN Women Empowerment Principal Signatory and are certified from the National Minority Supplier Development Council.

• Winner of Entrepreneur 360 Award (2019).
• IAOP Award; Ranked in top 100 internationally.
• Arthur Lawrence ranked within the Inc 5000 twice in 2016 and 2017 as one of the fastest-growing companies in America.
• Named one of the top ten fastest growing businesses in Houston in 2016.
• Ranked 25th in the HBJ's Fast 100 Private Companies Award in 2017.

We rely on seven core values that enable us to deliver quality for our consultants and clients: Education, Integrity, Value Creation, Collaboration, Best Client, Best People, and Stewardship. Through strict adherence to these values, we have achieved success beyond all documented forecasts and expectations.

We are Amazon's Tech Support Executive Customer Relations group and work on behalf of Senior Leaders to resolve complex customer problems and prevent similar issues from happening again, owning Digital, Device & Alexa executive customer escalations globally.

The Senior Customer Service Specialist is a key point of contact for relevant business and development teams, and will support them on resolution of executive escalations they own, but require CS support.

Language skills are especially important, as this person will create succinct write-ups in a narrative style format for senior leaders. The successful candidate must also have the ability to research complex use cases that involves multiple customer contacts and determining the root cause(s) for the issue.

Key job responsibilities
The core functions of the Senior Customer Service Specialist include:
- Resolve Customer Trust Escalations related to Amazon Brand, data regulation, or privacy concerns, driving tech investigation to identify root cause and restoring the customer's trust in devices
- Support the managers on the day to day VP Inquiries owning the investigation of an escalation from start to end, including preparing the final responses to senior leaders, following the narrative style format
- Dive deep into customer problems, building the entire history of customer contacts, to determine root cause
- Contact the customer directly to gather data for root cause analysis, troubleshooting, and close the case for the customer
- Conduct data queries and general data analytics related to escalations the team is handling
- Manage process improvement initiatives, including the scoping and implementation of projects stemming from escalations
- Effectively communicate with both internal and external customers by adjusting your communication style to your audience
- Create and document new processes to efficiently handle escalations and ensure that the D2AS Escalations Domain in KC is up to date
- Serves as a role model by displaying good judgment, a positive work ethic, strong interpersonal skills, and adherence to company policies and a commitment to excellent customer service
- Successfully completes approved special projects as assigned

- Fluency in both Arabic and English (spoken and written)
- Must be in good standing
- Experience with MS Office and customer service tool set
- Bachelor's degree or 2 years Amazon Experience
- Experience interpreting and communicating analytics
- Experience communicating technical concepts to a non-technical audience
- Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment
- Illustrate communicating and/or presenting to Sr. Leaders or other stakeholders
- Demonstrates flexibility in work hours based on scheduling needs and customer demands
- A minimum of six months of experience handling customer escalated contacts such as D2AS Advanced Technician, DART (Resolution Specialist), Social Media, or Search & Rescue.

Preferred Qualifications:
- Experience utilizing Heartbeat and Tableau
- Proficiency in other languages
- Proficient project management skills (communication, planning, documentation) and the proven ability to identify opportunities, and drive them to completion (kaizen, six sigma, project management methods).
- Knowledge of project management tools like SIM.
- HTML skills for creation of departmental and interdepartmental documentation and communication.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Tagged as: Customer Service