Technical Account Engineer, Saudi Arabia

Zoom Video Communications, Inc; Saudi Arabia; On-site; SAR 299,000 - 375,000; Full time

Job summary

A leading video communication platform is seeking a full-time Technical Account Engineer in Saudi Arabia. This role involves providing technical support to elite customers, troubleshooting issues, and collaborating with engineering teams. Candidates should have 5+ years of experience in Tier 2 or Tier 3 technical support, proficiency in English and Arabic, and expertise in Unified Communications. The position requires on-site presence, technical problem-solving skills, and a solid understanding of network administration. A strong background in VOIP and Contact Center technologies is preferred.

Benefits

Health benefits

Work-life balance initiatives

Opportunities for career growth

Qualifications

• Experience managing multiple technical support tickets.
• Proficient in creating technical documents.
• Deep knowledge in network security and group policy.

Responsibilities

• Provide technical support to customers.
• Troubleshoot technical problems effectively.
• Manage support tickets for transparency.
• Collaborate with engineering teams on escalations.
• Host technical meetings for high-priority issues.

Skills

Fluency in English and Arabic

Technical troubleshooting

Unified Communications

Network knowledge (CCNA/CCNP)

IT administration

Experience in VOIP and Contact Center

Education

5+ years in Tier 2 or Tier 3 technical support

Tools

Wireshark

CompTIA Network+

Job description

What you can expect

We are looking for a full-time Technical Account Engineer based in 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 of the issues for Zoom’s Elite customers. This role is an onsite role which will require presence at our clients default location.

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 resources 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 manage mass package creation and deployment.

ما يمكن أن تتوقعه

نحن نبحث عن مهندس حسابات فني بدوام كامل مقره في المملكة العربية السعودية، يقدم تقاريره إلى مدير خدمات الحسابات الفنية في أوروبا والشرق الأوسط وأفريقيا. سوف توفر استكشاف الأخطاء الفنية العميقة. Elite Zoom مسؤول عن دعم جميع المشكلات للعميل TAE للمشاكل المتعلقة بعملاء محددين. سيكون فريق هذا الدور هو فريق من المواقع يتطلب التواجد في الموقع الافتراضي لعمّـائنا.

حول الفريق

نحن نبني العلاقات بنشاط، ونشجع استخدام المنتجات، ونلعب دوراً مخصصاً لما بعد البيع للعمّال. نحن نوفر للعمّال موارد مفيدة تمكنهم من النجاح مع حلولنا، ندير الإجراءات الداخلية بفعالية ونعمل عبر الإدارات. يتم تحقيق نجاحنا من خلال تنفيذ الخدمات باستمرار مع الالتزام بالتميز.

المسؤوليات

• توفير الدعم الفني المخصص للعمّال المعينين، وضمان حل المشكلات في الوقت المناسب.
• استكشاف المشكلات الفنية وإصلاحها باستخدام تحليل السجلات وأدوات النظام وأفضل الممارسات الصناعية.
• إدارة وتحديث تذاكر الدعم بالتفاصيل الدقيقة للشفافية وتتبّع القرار.
• التعاون مع الفرق الهندسية لحل المشكلات المتصاعدة والتحقق من الحلول.
• استضافة الاجتماعات الفنية وإدارة التحديات الهندسية ذات الأولوية العالية بشكل فعال.
• المتابعة الدائمة بمنتجات الشركة واتجاهات الصناعة وبيئات العملاء.

ما نبحث عنه

• إظهار إتقان اللغة الإنجليزية والعربية من أجل التواصل الفعال.
• امتلك أكثر من 5 سنوات من الخبرة في أدوار الدعم الفني من المستوى 2 أو المستوى 3.
• إدارة تذاكر متعددة أثناء استكشاف المشكلات الفنية المعقدة وإصلاحها بكفاءة بالإضافة إلى إنشاء مستندات فنية لشرح المشكلات والحلول بوضوح.
• التمتع بخبرة في مجال الاتصالات الموحدة، بما في ذلك منتجات الفيديو والهاتف، وخاصة خبرة VOIP وContact Center.
• إظهار المعرفة المتقدمة بالشبكة، مثل CCNA/CCNP، Wireshark، CompTIA Network+ أو خبرة مماثلة.
• تطبيق إدارة تكنولوجيا المعلومات، أمان الشبكة، وتطوير سياسات المجموعة بفعالية.
• إدارة إنشاء الحزم الجماعية ونشرها .msi.

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-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.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars. We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

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 team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.

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