Customer Success Support Manger
On-siteRiyadh, Riyadh Region, Saudi Arabia
Job Summary
Act as the primary technical contact on-site, receiving, responding to, and initially diagnosing issues reported by customers through various channels. Accurately judge issue types and priorities, create and maintain issue logs, and coordinate with back-end teams until full resolution. Establish working relationships with customer IT and business teams, communicate issue status, and manage expectations. Summarize common issues, write technical documents, and conduct small-scale product training. Proactively identify relationship risks, usage obstacles, or service instability factors, and report them to the CSM and project team. Maintain 7x24 on-call availability for urgent needs while adhering to local Saudi laws and data security regulations.
Required Qualifications
- 3-5 years of relevant IT work experience
- Background as a TAM, SA, Technical Support Engineer, or CSM in enterprise software, cloud computing, or SaaS companies
- Solid technical foundation
- Familiarity with Linux/Windows OS
- Networking knowledge (TCP/IP, HTTP, DNS)
- Understanding of common troubleshooting tools
- Understanding of cloud computing
- Excellent verbal and written communication skills
- Strong service awareness and empathy
- Clear logical thinking
- Strong analytical skills
- Ability to remain calm under pressure
- Ability to drive the resolution of complex issues
- Native Mandarin speaker level
- Fluency in spoken and written English
- Capability to participate in technical communication
- Capability to read and write technical documents
- On-site resident support at customer site
- Availability for short-term business travel
- Ability to accept 7x24 on-call schedules
- Ability to respond quickly to urgent customer needs
- Respect and understanding of local Saudi laws, regulations, business culture, and social customs
- High awareness of data security and privacy protection
- Strict compliance with company and customer data regulations
- Ability to accept 7x24 on-call schedules
- Responding quickly to urgent customer needs
Desired Qualifications
- Basic conversation skills in Arabic
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