Technical Account Engineer

Zoom; Remote; SAR 200,000 - 300,000; Full time

Job summary

A leading communication technology provider is seeking a full-time Technical Account Engineer to provide technical support in Dhahran, Saudi Arabia. The ideal candidate will have over 5 years of experience in Tier 2 or 3 support roles, fluency in English and Arabic, and expertise in Unified Communications. This onsite role involves troubleshooting complex issues and managing customer relationships effectively. The position offers an opportunity to work within a dynamic team focused on ensuring customer satisfaction.

Benefits

Comprehensive benefits program

Support for work-life balance

Commitment to fair hiring practices

Qualifications

• 5+ years of experience in Tier 2 or Tier 3 technical support roles.
• Ability to manage multiple tickets and troubleshoot complex issues efficiently.
• Experience in deploying .msi files and managing package creation.

Responsibilities

• Provide dedicated technical support to assigned customers.
• Troubleshoot technical problems using log analysis and system tools.
• Collaborate with engineering teams to resolve escalated issues.

Skills

Fluency in English and Arabic

Technical troubleshooting

Unified Communications expertise

Advanced network knowledge

IT administration experience

Tools

Wireshark

CompTIA Network+

CCNA/CCNP

Job description

What you can expect

We are looking for a full-time Technical Account Engineer based in Dhahran, Saudi Arabia, reporting to the Manager, Technical Account Services, EMEA. You will provide deep technical troubleshooting for issues related to specific customers. The TAE team will be responsible for supporting all issues for Zoom’s Elite customers. This role is an onsite role which will require presence at our clients’ default location in Dhahran.

About the Team

Customer Services play a crucial role in improving the customer experience within Zoom. We actively build relationships, encourage product usage, and act as dedicated post‑sales contacts for customers. We provide customers with useful Kriterien that will enable them to succeed with our solutions, we effectively manage internal procedures and work across departments. Our success is achieved by consistently implementing the strategies with a commitment to excellence.

Responsibilities

• Providing dedicated technical support to assigned customers, ensuring timely resolution of issues.
• Troubleshooting technical problems using log analysis, system tools, and industry best practices.
• Managing and updating support tickets with accurate details for transparency and resolution tracking.
• Collaborating with engineering teams to resolve escalated issues and verify solutions.
• Hosting technical meetings and managing high‑priority service challenges effectively.
• Staying updated on company products, industry trends, and customer environments.

What we’re looking for

• Demonstrate fluency in English and Arabic for effective communication.
• Possess 5+ years of experience in Tier 2 or Tier 3 technical support roles.
• Manage multiple tickets while troubleshooting complex technical issues efficiently and compose technical documents to explain issues and solutions clearly.
• Seek candidates with experience in Unified Communications, including video and telephony products, particularly VOIP and Contact Center expertise.
• Demonstrate advanced network knowledge, such as CCNA/CCNP, Wireshark, CompTIA Network+ certification or equivalent experience.
• Apply IT administration, network security, and group policy experience effectively.
• Deploy .msi files and managing mass package creation and deployment.

ما يمكن أن تتوقعه

نحن نبحث عن مهندس حسابات فني بدوام كامل مقره في الظهران بالمملكة العربية السعودية، ويقدم تقاريره إلى مدير خدمات الحسابات الفنية في أوروبا والشرق الأوسط وأفريقيا. سوف توفر استكشاف الأخطاء الفنية العميقة للمشكلات المتعلقة بعملاء என்CI. سيكون فريق TAE مسؤولاً عن دعم جميع المشكلات لعملاء Zoom Elite. هذا الدور هو دور ميداني يتطلب التواجد في الموقع الافتراضي لعملائنا في الظهران.

حول الفريق

نحن نبني العلاقات بنشاط، ونشجع Zoom أن تلعب خدمات العمالاء دوراً أهم في تحسين تجربة العمالاء داخل استخدام المنتج، ونعمل كجهات اتصال مخصصة لما بعد البيع للعمالاء. نحن نقدم للعمالاء موارد مفيدة تمكنهم من النجاح مع حلولنا، وندير الإجراءات الداخلية بفعالية ونعمل عبر الإدارات. يتم تحقيق نجاحنا من خلال تنفيذ الاستراتيجhoffات باستمرار مع الالتزام بالتميز.

المسؤوليات

• توفير الدعم الفني المخصص للعمالاء المعينين، وضمان حل المشكالت في الوقت المناسب.
• استكشاف المشكالت الفنية وإصالحها باستخدام تحليل السجالات وأدوات النظام وأفضل الممارسات الصناعية.
• الصناعية.
• إدارة وتحديث تذاكر الدعم بتفاصيل دقيقة للشفافية وتتبع القرار.
• التعاون مع الفرق الهندسية لحل المشكالت المتصاعدة والتحقق من الحلول.
• استضافة الاجتماعات الفنية وإدارة تحديات الخدمة ذات الأولوية العالية بشكل فعال.
• ابق على اطالع دائم بمنتجات الشركة واتجاهات الصناعة وبيئات العمالاء.

ما نبحث عنه

• إظهار إتقان اللغة الإنجليزية والعربية من أجل التواصل الفعال.
• يمتلك أكثر من 5 سنوات من الخبرة في أدوار الدعم الفني من المستوى 2 أو المستوى 3.
• قم بإدارة تذاكر متعددة أثناء استكشاف المشكلات الفنية المعقدة وإصالحها بكفاءة بالإضافة إلى إنشاء مستندات فنية لشرح المشكلات والحلول بوضوح.
• والمركز VOIP يمتلك خبرة في الاتصالات الموحدة، بما في ذلك منتجات الفيديو والهاتف، وخاصة خبرة الاتصال.
• أو Network CompTIA أو Wireshark أو CCNP/CCNA إظهار المعرفة المتقدمة بالشبكة، مثل شهادة الخبرة المماثلة.
• قم بتطبيق إدارة تكنولوجيا المعلومات وأمن الشبكة وتجربة سياسة المجموعة بفعالية.
• وإدارة إنشاء الحزم الجماعية ونشرها msi. نشر ملفات.

Ways of Working

Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In‑Person is indicated in the job description/posting.

Benefits

As part of our award.percent-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work‑life balance; and contribute to their community in meaningful ways. Click Learn for more information.

Our Commitment

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step. If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our perforing will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability.Correction non‑accommodation‑related requests, such as application follow‑ups or technical issues, will not be addressed.