Support Engineer II

About MoznMozn 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 RoleThe 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 be maintaining 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 DoAs a Support Engineer II, your daily workload might include:Providing technical support to customers via phone, email, and chat, addressing inquiries and resolving issues related to our solutions and servicesTroubleshooting complex technical problems, identify root causes, and implement solutions in a timely mannerEscalating issues to higher-level support or development teams when necessary, ensuring proper documentation and communicationCollaborating with cross-functional teams to identify recurring issues and contribute to the development of long-term solutionsCreating and maintain detailed documentation of support cases, resolutions, and best practices to enhance the knowledge baseAssisting in the installation, configuration, and maintenance of software applications for customers.Conduct remote sessions with customers to diagnose and resolve technical issuesProvide feedback to product management and development teams based on customer interactions and common support trendsStaying up to date with the latest product releases, updates, and industry trends to provide accurate and relevant supportQualificationsBachelor’s degree in Computer Science, Information Technology, or a related field2 years of experience in a technical support or similar roleStrong understanding of software systems, networks, and troubleshooting methodologiesProficiency in operating systems (Windows, macOS, Linux) and software applicationsExperience with ticketing systems, such as Jira, Zendesk, or similarExcellent problem-solving skills and the ability to work under pressureStrong verbal and written communication skills, with a focus on customer serviceAbility to work independently and as part of a teamFamiliarity with programming languages or scripting is a plusOutstanding multitasking abilitiesBenefitsWhy Mozn? You will be at the forefront of an exciting time for the Middle East, joining a high-growth rocket-ship in an exciting spaceYou 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 bestThe 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 bestYou will enjoy a fun and dynamic workplace working alongside some of the greatest minds in AIWe believe strength lies in difference, embracing all for who they are and empowered to be the best version of themselves