Onsite Support Consultant

Seclore; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading digital asset protection firm in Riyadh is seeking an Onsite Support Consultant to provide technical support directly at customer locations. The ideal candidate will troubleshoot Windows and Linux OS issues and manage multiple support cases. Strong analytical and customer advocacy skills are essential for success in this role, ensuring customer concerns are addressed swiftly. This position offers opportunities for ongoing training and engagement with diverse software solutions.

Qualifications

• Experience in providing technical support in customer environments.
• Ability to troubleshoot and solve Windows/Linux OS issues.
• Understanding of relational database principles.

Responsibilities

• Provide technical support to enterprise customers on-site.
• Manage multiple support cases simultaneously.
• Conduct health checks of Seclore systems.

Skills

Technical support expertise

Analytical and problem-solving skills

Customer advocacy

Strong understanding of Seclore products

Communication skills

Time management

Training and self-learning

Tools

Microsoft Office Suite

Windows Server

Windows Client

Linux

Active Directory (AD)

DNS

DHCP

IIS

MS-SQL

Oracle

Process Monitor

Process Explorer

Network Monitor/Wireshark

Job description

About the Role

Role: Onsite Support Consultant

Location: Riyadh

Experience: 3‑5 Years

Company Overview

Seclore protects and controls digital assets to help enterprises prevent data theft and achieve compliance. Permissions and access to digital assets can be granularly assigned and revoked, or dynamically set at the enterprise level, including sharing with external parties. Asset discovery and automated policy enforcement allow enterprises to adapt to changing security threats and regulatory requirements in real‑time and at scale.

Key Responsibilities

• Act as the primary point of contact by providing technical support to enterprise customers while being stationed at the customer location.
• Handle real‑time email or voice‑call queries and respond in a timely manner.
• Advocate for the customer by ensuring their concerns and issues are addressed effectively.
• Achieve a strong understanding of Seclore products and develop expertise in their functionality.
• Apply knowledge, experience, and analytical skills to diagnose and resolve issues in unique and complex customer environments.
• Strive to provide resolutions on the first interaction with the customer.
• Manage multiple cases simultaneously, addressing varying degrees of severity.
• Effectively communicate procedural and technical issues to internal teams, customers, and stakeholders.
• Prioritize and manage the schedule of cases, determine their priority level, and set expectations with customers.
• Assess the need to escalate cases to the appropriate resources for handling complex issues or situations.
• Engage with internal teams to prioritize and address customer requests efficiently.
• Conduct research on operating systems, infrastructure technologies, and Seclore products as required.
• Participate in new product releases, ensuring that all necessary training and information requirements are met to provide support for the new release.
• Engage in ongoing training, self‑learning, and functional/organizational development.
• Create and update documentation and support knowledge bases to reduce troubleshooting time and drive faster resolutions.
• Collaborate with internal and customer teams with diverse expertise to enhance the overall support experience.

Areas of Work

• Support – Assist users in operating Seclore applications by addressing their questions and providing guidance over phone, chat, and email.
• Troubleshoot software malfunctions by diagnosing technical issues.
• Repair and resolve application software malfunctions to ensure seamless functionality.
• Consulting – Provide insights to the Customer Success Manager regarding new requirements and changes at the customer end.
• Conduct periodic Seclore system health checks and share reports with relevant stakeholders.
• Monitor system usage and provide valuable inputs to optimize performance.

Qualifications / Technical Requirements

• Operating Systems – Windows Server, Windows Client, and Linux.
• Expert‑level understanding of Windows and Linux server concepts.
• Practical experience troubleshooting Windows/Linux OS and application‑related issues.
• Infrastructure technologies – Active Directory (AD), DNS, DHCP, and IIS.
• Proficiency in using the Microsoft Office Suite.
• Strong foundation in networking principles.
• Working knowledge of:
• Relational database principles and methodologies – MS‑SQL, Oracle.
• Antivirus or Data Loss Prevention (DLP) software.
• Diagnostic tools such as Process Monitor, Process Explorer, and Network Monitor/Wireshark.