358 Senior Technical Support Specialist jobs in Saudi Arabia

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Responsible for being the first point of contact for customers, logging and categorizing incidents, troubleshooting and resolving network issues (Cisco, Fortinet, routing protocols), performing root cause analysis, ensuring SLA compliance, and supporting continuous improvement through knowledge sharing and training.

Responsible for being the first point of contact for customers, logging and categorizing incidents, troubleshooting and resolving network issues (Cisco, Fortinet, routing protocols), performing root cause analysis, ensuring SLA compliance, and supporting continuous improvement through knowledge sharing and training.

• Initial Customer Interaction : Act as the first point of contact for users/customers via phone, email, or ticketing system.
• Log all service requests and incidents with accurate details in GO Ticketing System.
• Record issues in the ticketing system, ensuring correct categorization and prioritization based on urgency and impact.
• Assign severity levels according to predefined guidelines (Service impacted totally, service impacted Partially, normal Request, Urgent Request, Proactive monitoring).
• Handling and Resolution of Routine and Complex Issues : Perform routing protocol configuration (MPLS, BGP, OSPF, EIGRP, static routing) and policy-based routing for enterprise and customer networks.
• Conduct firmware upgrades, patches, and routine maintenance for Cisco ISR/ASR and Fortinet FortiGate platforms.
• Troubleshoot, network and transmission, or other issues related to both using diagnostic tools.
• Root Cause Analysis (RCA) : Perform in-depth investigation to determine the underlying cause of incidents.
• Provide long-term fixes or recommendations to prevent recurrence.
• Specialized Knowledge : Work with advanced configurations, integrations, and custom setups.
• Collaboration with Engineering / Customer : Engage with engineering or Operational teams for issues that require high-level analysis or hardware replacement or meeting.
• Service Quality & Compliance & Team Works : Adhere to SLA/OLA timelines for response and resolution.
• Follow security and compliance guidelines during troubleshooting.
• Analyze incident trends to identify areas for process, tool, or training improvements.
• Recommend system enhancements, performance tuning, and configuration changes.
• Maintain and expand the knowledge base to improve first-call resolution rates.
• Create and update Knowledge Base articles for Technical Support teams.
• Conduct training sessions for frontline support to improve first-call resolution rates.

• Education: Bachelor’s degree in Computer Science, Information Technology, Networking, or a related field; or equivalent work experience.
• Experience: proven experience in Technical support or a related field.

• Not Applicable

• Full-time

• Information Technology

• IT Services and IT Consulting
• Telecommunications
• Software Development

As a member of a worldwide team, you will develop your technical, professional, and personal skills, within an environment of teamwork, cooperation, and fun. You will help developers from our technology partners create and support their applications in real world environments. You will have the opportunity to work with some of the world’s leading organizations in healthcare, finance, telecommunications, and other industries. This position will also encourage and prepare you to take on other growth opportunities within the organization.

A mentor will help you identify and develop your technical, professional, and personal skills for a successful technical career. Depending on your level of experience the training program can include classroom learning, e-learning, projects, and external courses. Your mentor will also help you familiarize you with the InterSystems environment.

Responsibilities:

• Ready to work with the product support team.
• Provide immediate response to customer inquiries in accordance with service standards.
• Provide technical support for custom development, user defined functions, interfaces, reports, extracts, data migration scripts and conversions.
• High debugging and troubleshooting skills to identify the application issues.
• Supporting the application support team troubleshooting the reported issues.
• Provide advice and best practices to Partners for technical areas such as networks, configurations, architectures etc.
• Provide technical support for troubleshooting and performance analysis for reports, stored procedures, interfaces, conversions, data migration scripts and user defined functions.
• Escalate Open (unresolved) problems in accordance with current policies and procedures.
• Participate of preparing training materials for technical courses such as system custom development or reporting.
• Participate of preparing of technical documentation such as reference materials, installation instructions, user guides, knowledge-based articles and how-to’s.
• Continuously improve customer satisfaction by soliciting customer suggestions for product and service improvements and then escalating such suggestions to management.
• Improve response time to customer inquiries by continuously improving communication, analytical, and learning skills.
• Participate in on-site technical training if required.
• Participate in on-site technical support if required.
• Participate in the on call support 24-hour roster service, to ensure support is always available for our customers.
• Preferably experience with Hospital’s business workflows.
• Support the application specialist in analysing complex root causes of incident tickets. The goal is to improve the client’s experience with the system by resolving issues effectively and efficiently.
• Assist the Product and Implementation teams by providing insights to make the product more consistent, robust, and user-friendly. Support them by reporting and testing product tickets when needed to improve the client experience.

Qualifications:

• Preferably experience with Hospital’s business workflows.
• Preferably strong Knowledge in InterSystems Object Script:
  Experience in working with and troubleshooting routines, stored procedures, and objects.
• Preferably Expertise in IRIS Tables and Globals:
  understanding of how persistent classes and tables relate to globals, including default global mapping and manual mappings.
• Performance Troubleshooting:
  Skilled in diagnosing and improving performance issues in stored procedures, SQL queries, and data extracts or reports, especially those using Caché ObjectScript.
• Experience of web-oriented languages, including HTML, and Java script.
• Experience with SQL, data analysis and database methodologies
• Preferably experience with HL7 technologies.
• Knowledge of programming languages – ideally Java or C++
• Experience working in software not limited to a Developer, Quality Engineer, and/or Solutions Architect
• Experience with data analysis and database methodologies
• Be able to design and write technical documents.
• Well-versed in Internet / Intranet concepts and Microsoft IIS.
• Preferably experience within InterSystems products (IRIS, Ensemble) is required.
• BS or MS in Computer Science or equivalent.

About InterSystems

InterSystems, a creative data technology provider, delivers a unified foundation for next-generation applications for healthcare, finance, manufacturing, and supply chain customers in more than 80 countries. Our data platforms solve interoperability, speed, and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978, InterSystems is committed to excellence through its 24×7 support for customers and partners around the world. Privately held and headquartered in Boston, Massachusetts, InterSystems has 38 offices in 28 countries worldwide. For more information, please visitInterSystems.com .

أخصائي دعم فني

المسؤوليات:

• تقديم الدعم الفني لمستخدمي الأنظمة والتطبيقات.
• حل المشكلات التقنية اليومية وضمان استقرار الأنظمة.
• المشاركة في تطوير وثائق الدعم الفني.

المتطلبات:

• بكالوريوس في الدعم الفني أو هندسة الحاسب.
• خبرة لا تقل عن 6 سنوات.
• معرفة جيدة بتقنيات OutSystems.

Responsibilities:

• Provide daily technical support to users of systems and applications.
• Troubleshoot incidents and ensure systems stability.
• Document and maintain technical support knowledge base.

Requirements:

• Bachelor's degree in Technical Support, IT, or Computer Engineering.
• Minimum 6 years of experience.
• Knowledge of OutSystems is required.

Job Type: Full-time

Pay: From ﷼13,000.00 per month

Application Question(s):

• What is your current Salary? (Mandatory)

Summary:

Responsible for being the first point of contact for customers, logging and categorizing incidents, troubleshooting and resolving network issues (Cisco, Fortinet, routing protocols), performing root cause analysis, ensuring SLA compliance, and supporting continuous improvement through knowledge sharing and training.

Key Responsibilities:

• Initial Customer Interaction
• Act as the first point of contact for users/customers via phone, email, or ticketing system.
• Log all service requests and incidents with accurate details in GO Ticketing System.
• Incident Logging & Categorization
• Record issues in the ticketing system, ensuring correct categorization and prioritization based on urgency and impact.
• Assign severity levels according to predefined guidelines (Service impacted totally, service impacted Partially, normal Request, Urgent Request, Proactive monitoring).
• Handling and Resolution of Routine and Complex Issues
• Perform routing protocol configuration (MPLS,BGP, OSPF, EIGRP, static routing) and policy-based routing for enterprise and customer networks.
• Conduct firmware upgrades, patches, and routine maintenance for Cisco ISR/ASR and Fortinet FortiGate platforms.
• Troubleshoot, network and transmission, or other issues related to both using diagnostic tools.
• Root Cause Analysis (RCA)
• Perform in-depth investigation to determine the underlying cause of incidents.
• Provide long-term fixes or recommendations to prevent recurrence.
• Specialized Knowledge
• Work with advanced configurations, integrations, and custom setups.
• Collaboration with Engineering / Customer
• Engage with engineering or Operational teams for issues that require high-level analysis or hardware replacement or meeting.
• Service Quality & Compliance & Team Works
• Adhere to SLA/OLA timelines for response and resolution.
• Follow security and compliance guidelines during troubleshooting.
• Team Leadership
• Continuous Improvement & Optimization
• Analyze incident trends to identify areas for process, tool, or training improvements.
• Recommend system enhancements, performance tuning, and configuration changes.
• Maintain and expand the knowledge base to improve first-call resolution rates.
• Create and update Knowledge Base articles for Technical Support teams.
• Conduct training sessions for frontline support to improve first-call resolution rates.

Qualifications:

• Education:
  Bachelor's degree in Computer Science, Information Technology, Networking, or a related field; or equivalent work experience.
• Experience:
  proven experience in Technical support or a related field,

As a member of a worldwide team, you will develop your technical, professional, and personal skills, within an environment of teamwork, cooperation, and fun. You will help developers from our technology partners create and support their applications in real world environments. You will have the opportunity to work with some of the world's leading organizations in healthcare, finance, telecommunications, and other industries. This position will also encourage and prepare you to take on other growth opportunities within the organization.

A mentor will help you identify and develop your technical, professional, and personal skills for a successful technical career. Depending on your level of experience the training program can include classroom learning, e-learning, projects, and external courses. Your mentor will also help you familiarize you with the InterSystems environment.

Responsibilities:

• Ready to work with the product support team.
• Provide immediate response to customer inquiries in accordance with service standards.
• Provide technical support for custom development, user defined functions, interfaces, reports, extracts, data migration scripts and conversions.
• High debugging and troubleshooting skills to identify the application issues.
• Supporting the application support team troubleshooting the reported issues.
• Provide advice and best practices to Partners for technical areas such as networks, configurations, architectures etc.
• Provide technical support for troubleshooting and performance analysis for reports, stored procedures, interfaces, conversions, data migration scripts and user defined functions.
• Escalate Open (unresolved) problems in accordance with current policies and procedures.
• Participate of preparing training materials for technical courses such as system custom development or reporting.
• Participate of preparing of technical documentation such as reference materials, installation instructions, user guides, knowledge-based articles and how-to's.
• Continuously improve customer satisfaction by soliciting customer suggestions for product and service improvements and then escalating such suggestions to management.
• Improve response time to customer inquiries by continuously improving communication, analytical, and learning skills.
• Participate in on-site technical training if required.
• Participate in on-site technical support if required.
• Participate in the on call support 24-hour roster service, to ensure support is always available for our customers.
• Preferably experience with Hospital's business workflows.
• Support the application specialist in analysing complex root causes of incident tickets. The goal is to improve the client's experience with the system by resolving issues effectively and efficiently.
• Assist the Product and Implementation teams by providing insights to make the product more consistent, robust, and user-friendly. Support them by reporting and testing product tickets when needed to improve the client experience.

Qualifications:

• Preferably experience with Hospital's business workflows.
• Preferably strong Knowledge in InterSystems Object Script: Experience in working with and troubleshooting routines, stored procedures, and objects.
• Preferably Expertise in IRIS Tables and Globals: understanding of how persistent classes and tables relate to globals, including default global mapping and manual mappings.
• Performance Troubleshooting: Skilled in diagnosing and improving performance issues in stored procedures, SQL queries, and data extracts or reports, especially those using Caché ObjectScript.
• Experience of web-oriented languages, including HTML, and Java script.
• Experience with SQL, data analysis and database methodologies
• Preferably experience with HL7 technologies.
• Knowledge of programming languages – ideally Java or C++
• Experience working in software not limited to a Developer, Quality Engineer, and/or Solutions Architect
• Experience with data analysis and database methodologies
• Be able to design and write technical documents.
• Well-versed in Internet / Intranet concepts and Microsoft IIS.
• Preferably experience within InterSystems products (IRIS, Ensemble) is required.
• BS or MS in Computer Science or equivalent.

About InterSystems
InterSystems, a creative data technology provider, delivers a unified foundation for next-generation applications for healthcare, finance, manufacturing, and supply chain customers in more than 80 countries. Our data platforms solve interoperability, speed, and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978, InterSystems is committed to excellence through its 24×7 support for customers and partners around the world. Privately held and headquartered in Boston, Massachusetts, InterSystems has 38 offices in 28 countries worldwide. For more information, please visit

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About Us
Tamara is the leading fintech platform in Saudi Arabia and the wider GCC region with a mission to help people make their dreams come true by building the most customer-centric financial super-app on earth. The company serves millions of users in the region and partners with leading global and regional brands such as SHEIN, Jarir, noon, IKEA and Amazon, as well as small and medium businesses.

Tamara is Saudi Arabia's first fintech unicorn and is backed by Sanabil Investments, a wholly owned company by the Public Investment Fund (PIF), SNB Capital, , amongst others. The company operates from its headquarters in Riyadh, with additional regional and global support offices.

Your role
We are looking for a proactive, technically sound, and empathetic Technical Support Specialist to join our team. You will work closely with merchants for driving business with Tamara. Your role will be to re-engage these merchants, identify and solve their challenges, guide them through any integration steps, and ensure they are successfully onboarded to start doing business.

Your Responsibilities

• Own and manage a portfolio of Small and Medium Enterprise (SME) merchants who are live but not transacting.
• Proactively reach out to merchants via phone, email, or chat to understand their experience, challenges, and needs.
• Identify technical or operational blockers preventing the merchant from going live or doing business.
• Troubleshoot integration or usage issues, and provide hands-on guidance or escalate to internal teams where needed.
• Assist merchants with integration APIs and systems: answer questions, validate implementation, test functionality.
• Serve as a technical and operational consultant, understanding their business workflows and offering practical solutions.
• Maintain clear and accurate records of merchant interactions and issue resolutions using tools like JIRA, Salesforce, Zendesk, Notion etc.
• Collaborate with internal product, engineering, and support teams to solve merchant pain points.
• Track patterns in merchant feedback to identify systemic issues or improvement opportunities.
• Ensure a smooth re-onboarding or reactivation experience, aiming for swift and successful merchant ramp-up.
• Deliver delightful customer service and ensure merchants feel supported and valued throughout the process.

Your expertise

• 1–2 years of experience in roles such as Customer Support, Technical Support, Merchant Success, or Account Management.
• Experience working with or supporting payments, Fintech, or E-commerce systems is a strong plus.
• Familiarity with REST APIs, JSON, and basic understanding of API architecture.
• Strong understanding of web, mobile apps, internet protocols, and technical troubleshooting.
• Comfortable using tools like Zendesk, Salesforce, JIRA, ServiceNow, or similar ticketing and CRM systems.
• Ability to analyze trends, flag issues proactively, and follow through on resolutions.
• Ability to manage multiple merchants and priorities at once with speed and accuracy.
• Strong communication skills — both technical and non-technical (Arabic & English)

All qualified individuals are encouraged to apply.

Greenberg Traurig (GT), a global law firm with locations across the world in 15 countries, has an exciting employment opportunity for you. We offer competitive compensation and an excellent benefits package, along with the opportunity to work within an innovative and collaborative environment.

Join our Technology Team as a Helpdesk Support Specialist located in our Riyadh Regional Headquarters office.

We are seeking a professional who thrives in a fast-paced, deadline-driven environment. The ideal candidate possesses strong problem-solving and decision-making abilities, ensuring efficiency and accuracy in every task. With a dedicated work ethic and a can-do attitude, you will take initiative and approach challenges with confidence and resilience. Excellent communication skills are essential for collaborating effectively across teams and delivering exceptional client service. If you are someone who demonstrates initiatives, adaptability, and innovation, we invite you to join our team.

This role is based in our Riyadh Regional Headquarters office, on an in-office basis. This role reports to the Helpdesk Supervisor.

The Helpdesk Support Specialist provides support for attorneys and professional staff in a 24x7 phone based call center environment.

The available shifts for this position are:
7:00 AM – 4:00 PM Riyadh Time
8:00 AM – 5:00 PM Riyadh Time

• Resolves complex technical issues at point of contact
• Utilizes customer service skills to effectively support a demanding client base
• Assists with other department activities as needed, and performs additional duties and responsibilities as assigned
• Candidate should also be flexible to work overtime as needed

• Exceptional customer service skills including the ability to convey highly technical information in easy to understand, non-technical terms
• Must be highly productive, able to balance competing priorities and meet all established productivity measures
• Ability to adapt to a fast-changing environment
• Excellent analytical and problem solving skills
• Position also requires the ability to work under pressure to meet strict deadlines
• Have an excellent command of both written and spoken English and Arabic

• Candidate must have 3+ years technical support experience in a law firm environment or 7+ years experience providing technical support in a professional services organization
• Microsoft Office Specialist certification in MS Word and other Office certifications are highly desirable
• A+ and Network+ certifications are highly desirable
• Prior experience documenting interactions and using an IT ticketing system

• Proficiency with Windows-based software and Microsoft Word, Excel and Outlook required

About us

Tamara is the leading fintech platform in Saudi Arabia and the wider GCC region with a mission to help people make their dreams come true by building the most customer-centric financial super-app on earth. The company serves millions of users in the region and partners with leading global and regional brands such as SHEIN, Jarir, noon, IKEA and Amazon, as well as small and medium businesses.

Tamara is Saudi Arabia’s first fintech unicorn and is backed by Sanabil Investments, a wholly owned company by the Public Investment Fund (PIF), SNB Capital, Checkout.com, amongst others. The company operates from its headquarters in Riyadh, with additional regional and global support offices.

Your role

We are looking for a proactive, technically sound, and empathetic Technical Support Specialist to join our team. You will work closely with merchants for driving business with Tamara. Your role will be to re-engage these merchants, identify and solve their challenges, guide them through any integration steps, and ensure they are successfully onboarded to start doing business.

Your responsibilities

• Own and manage a portfolio of Small and Medium Enterprise (SME) merchants who are live but not transacting.
• Proactively reach out to merchants via phone, email, or chat to understand their experience, challenges, and needs.
• Identify technical or operational blockers preventing the merchant from going live or doing business.
• Troubleshoot integration or usage issues, and provide hands-on guidance or escalate to internal teams where needed.
• Assist merchants with integration APIs and systems: answer questions, validate implementation, test functionality.
• Serve as a technical and operational consultant, understanding their business workflows and offering practical solutions.
• Maintain clear and accurate records of merchant interactions and issue resolutions using tools like JIRA, Salesforce, Zendesk, Notion etc.
• Collaborate with internal product, engineering, and support teams to solve merchant pain points.
• Track patterns in merchant feedback to identify systemic issues or improvement opportunities.
• Ensure a smooth re-onboarding or reactivation experience, aiming for swift and successful merchant ramp-up.
• Deliver delightful customer service and ensure merchants feel supported and valued throughout the process.

Your expertise

• 1–2 years of experience in roles such as Customer Support, Technical Support, Merchant Success, or Account Management.
• Experience working with or supporting payments, Fintech, or E-commerce systems is a strong plus.
• Familiarity with REST APIs, JSON, and basic understanding of API architecture.
• Strong understanding of web, mobile apps, internet protocols, and technical troubleshooting.
• Comfortable using tools like Zendesk, Salesforce, JIRA, ServiceNow, or similar ticketing and CRM systems.
• Ability to analyze trends, flag issues proactively, and follow through on resolutions.
• Ability to manage multiple merchants and priorities at once with speed and accuracy.
• Strong communication skills — both technical and non-technical (Arabic & English)

All qualified individuals are encouraged to apply.