Trapeze
Customer Support Engineer
- Permanent
- Riyadh, Saudi Arabia
- Experience 2 - 5 yrs
Job overview
Date posted
09/10/2025
Location
Riyadh, Saudi Arabia
Salary
SAR 15,000 - 20,000 per month
Compensation
Job description
Based in the Riyadh office and working with the Operations Manager, the Customer Support Engineer provides day-to-day technical support for a software product and supporting hardware used by a large government organization. The role maintains customer systems, investigates and tracks issues, tests and deploys software changes and new releases, and ensures all SLA commitments are met. Responsibilities encompass IT support for Microsoft’s core business applications and operating systems; proactive communication with customers on incident progress, impending changes, and agreed outages; 24x7 shift coverage; customer-focused technical support for installation, upgrading, and maintenance activities; rapid response to requirements/issues to meet SLAs; proactive monitoring and maintenance of customer systems to achieve contracted uptime targets; and on-site support including installation of Telecom, CCTV, and ITS (Intelligent Transportation System) devices. The role requires adherence to Trapeze processes with accurate, on-time documentation, and collaboration to achieve Trapeze Saudi Arabia goals while identifying improvements. Required technical capabilities include Red Hat Linux and Microsoft Windows administration, database environments such as Oracle and MS SQL, VMware administration and management, supporting Java-based applications, understanding Telecom equipment (in-built mobile terminal devices), interpreting technical architecture of infrastructure services, creating maintenance/deployment scripts in Windows and Linux, and following ITIL processes for Incident Management and Change & Release Management. Experience supporting large systems with many users and prior work on large government projects is expected, alongside knowledge of transportation solutions like AVM and Journey planner and hands-on installation/support of transportation devices.
Required skills
Key responsibilities
- Provide day-to-day technical support by maintaining customer systems, investigating and tracking issues, and testing and deploying software changes and new releases
- Deliver IT support for technical issues involving Microsoft’s core business applications and operating systems
- Communicate with customers on incident progress, impending changes, and agreed outages to ensure transparency and satisfaction
- Work in 24x7 shifts to meet operational and SLA requirements
- Improve customer service, perception, and satisfaction through proactive, customer-focused technical support for installation, upgrading, and maintenance activities
- Respond quickly and efficiently to customer requirements and issues to ensure SLAs are met
- Understand customer expectations and address requirements to maintain customer satisfaction
- Proactively monitor and maintain customer systems to meet contracted SLAs and uptime targets
- Provide on-site support at customer sites, including installation of Telecom, CCTV, and ITS devices
- Ensure all Trapeze processes are followed and supply accurate, on-time documentation
- Support the management team in achieving Trapeze Saudi Arabia goals and identify opportunities for improvement
- Communicate with customers and colleagues professionally, clearly, and respectfully
Experience & skills
- Bachelor of Science in Computer Science, Electrical Engineering, Computer Engineering, or a similar technical field (highly regarded)
- Certified in Red Hat Linux and Microsoft Windows administration and management
- Knowledge of database environments such as Oracle and MS SQL
- Minimum 4–5 years of solid, hands-on technical support experience
- Working experience with transportation solutions such as AVM and Journey planner
- Working experience with transportation device installation and support
- Experience in VMware administration and management
- Experience with Red Hat Linux in production environments
- Experience supporting large systems with many users
- Experience supporting Java-based applications
- Ability to understand and support issues related to Telecom equipment (in-built mobile terminal devices)
- Ability to interpret technical architecture of infrastructure services
- Expertise in creating maintenance or deployment scripts in both Windows and Linux (highly desirable)
- Experience following ITIL processes for Incident Management and Change & Release Management
- Ability to adapt to client internal procedures while adhering to company procedures and policies
- Ability to develop and comprehend concepts and learn new skills quickly and thoroughly
- Previous experience working with large government projects