Customer Support - Analyst Support L2

RLDatix; Saudi Arabia; On-site; SAR 90,000 - 130,000; Full time

Job summary

RLDatix is seeking a Riyadh-based Associate Support Analyst to join the Customer Support team to deliver high-quality technical assistance and ensure operational stability for our customers. The role involves diagnosing complex issues, coordinating with L3 and Sustained Engineering, and providing on-call support for critical P1 incidents.

Proficiency in Arabic and English is required. Ideal candidates have 3–4 years in software support, experience with APIs, HL7, Mirth Connect, and Rhapsody, and

Qualifications

• Bachelor's degree in CIS, MIS, CS or equivalent related degree.
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Responsibilities

• Provide timely technical responses and resolve routine to moderately complex support scenarios.
• Coordinate with L3 Support, Sustained Engineering and Product teams to maintain operational stability.
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• Receive and investigate support cases via service management portal and provide on-call P1 support.
• Translate features into best practices for software optimisation and contribute to root cause analysis.

Skills

Bilingual English & Arabic

Strong communication skills

Technical troubleshooting

Education

Bachelor's in CIS, MIS, CS or equivalent

Tools

Mirth Connect

Rhapsody

HL7

APIs

Windows Server

SQL Server

MySQL

ITIL

Job description

RLDatix RLD is on a mission to help raise the standard of care everywhere Trusted by over 10 000 healthcare organizations around the world our solutions help improve health and care Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it Joining TeamRLD means being part of a global effort of over 2 000 team members in making a difference in healthcare every day We re searching for a Riyadh-based Associate Support Analyst to join our Customer Support team so that we can deliver high-quality technical assistance and ensure operational stability for our customers

The Associate Support Analyst will apply developing expertise in RLDatix products to diagnose and resolve customer challenges communicate clearly with customers coordinate with engineering teams and contribute to root cause analysis risk mitigation and support readiness for new product releases

How You ll Spend Your Time

Deliver clear and timely technical responses to customer inquiries in order to resolve routine and moderately complex support scenarios and attend client meetings to conduct in-depth discovery and capture requirements Utilise established diagnostic methods to systematically examine and resolve customer technical problems supporting root cause analysis and working with subject matter experts to ensure user needs are correctly implemented Identify escalation triggers and coordinate with L3 Support and Sustained Engineering teams in order to manage operational-level agreements OLAs create escalation reports and support stable customer operations Receive and investigate support cases via our service management portal as a second line of support and escalation point providing on-call support for critical P1 application issues and keeping interested parties informed throughout Collaborate with departments such as Product Management in order to maintain an understanding of features and functionality translate this into best practices for software optimisation and contribute to continuous support process improvement

Bachelor's in CIS, MIS, CS or equivalent related degree, with 3 4 years' experience in the software industry or an equivalent software support area. Proven success in working with integration protocols and standards such as APIs and HL7, alongside good knowledge of integration engines such as Mirth Connect and Rhapsody. In-depth knowledge on how to work with Windows server administration, SQL Server, MySQL and SQL statements, and virtual machines and infrastructure architecture. ITIL Foundation certification and knowledge of ITSM (ITIL) are advantageous.

Ability to travel up to 60% of the time within the UAE, Saudi Arabia, and the wider MEA region.

Sincere interest in making a positive change in healthcare through innovative technology, with fluent Arabic and English language proficiency.

A knack for working collaboratively within cross-functional teams spanning L3 Support, Sustained Engineering and Product, with strong communication skills and the ability to deliver clear, structured technical explanations to customers.

By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best.

Key benefits

• Key benefits include private health and group accident insurance, an Employee Assistance Program (EAP) for confidential support, and Loyalty Awards for long-service employees.

RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by law.

As part of RLDatix's commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step, please don't hesitate to send a note to EMAIL_ADDRESS.

Salary offers are based on a wide range of factors including location, relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also taken into consideration.