Customer Support Lead

Join Progressoft as a Support and Implementation Engineer, where you will play a crucial role in delivering exceptional IT technical support both onsite and remotely. You will be responsible for implementing enterprise solutions and providing support for various incidents or issues. This role requires strong collaboration with various technical support and engineering teams to ensure seamless service delivery.Key ResponsibilitiesDeploy and configure solutions within customer infrastructure environments.Troubleshoot and resolve customer-reported issues both onsite and remotely across different implementation layers.Respond to customer requests and support tickets in a timely and professional manner.Create, review, and maintain accurate technical documentation.Perform preventive and corrective maintenance visits as required.Undertake additional tasks related to your role as necessary.QualificationsBachelor's Degree in Information Technology, Engineering, Computer Science, or a related field.A minimum of 2 years of relevant experience.Flexibility to travel and work extended hours as needed.Proficient in database management systems (Oracle, MS-SQL, PostgreSQL).Familiarity with operating systems (Linux, MS Windows).Solid understanding of cloud infrastructure orchestration tools (e.g., Kubernetes, HashiCorp Nomad).Experience with application servers (e.g., Apache Tomcat, Oracle WebLogic, IBM WebSphere).Knowledge of DevOps methodologies, including CI/CD, Helm, and Ansible.Familiarity with directory services (Active Directory & LDAP).Strong interpersonal skills.Excellent verbal and written communication skills.Customer-focused approach.Detail-oriented and a collaborative team member.Proactive and self-motivated.Strong time management skills and results-driven mindset.Preferred ExperienceExperience in large enterprise environments, particularly within payments and remittance solutions.Knowledge of cloud computing, virtualization technologies, and network infrastructure.Experience with high availability and disaster recovery strategies.Familiarity with PKI infrastructure and certificate authorities.Understanding of MySQL and NoSQL databases.Experience with both server and client operating systems (Linux distributions and MS Windows).Knowledge of object storage management.Understanding of security authentication and authorization solutions (e.g., HashiCorp Vault, Keycloak).Familiarity with cloud platforms (AWS, Azure, Google Cloud, OCI, IBM).

Join our innovative team at Progressoft as a Software Implementation Testing Engineer. In this pivotal role, you will ensure our software solutions are successfully implemented and thoroughly tested. We seek a candidate with a solid foundation in both implementation and testing practices, dedicated to delivering exceptional products to our clients.Key Responsibilities:Engage in project planning by providing insights on testing requirements, potential risks, and timelines.Draft and uphold comprehensive testing documentation, including test plans, test cases, and reports.Acquire and maintain an in-depth understanding of our software products, including customization and integration per the client's finalized scope.Collaborate with various stakeholders—developers, implementation teams, project managers, and business analysts—to define and document test cases.Formulate and execute test plans and cases to ensure that software products fulfill end-user needs.Conduct testing, track defects, and liaise with the development team to facilitate prompt resolution.Perform end-to-end testing for customer-specific software solutions according to project agreements.Carry out comprehensive setup certification and readiness checks before the client's testing and acceptance phase.Oversee the entire testing phase in conjunction with the client’s SIT (System Integration Testing) and UAT (User Acceptance Testing) teams, addressing queries and tracking reported issues.Ensure accurate reporting on testing status and align findings with project managers and product owners.Assist clients during test case execution and track reported defects, ensuring clear communication with the development team.Conduct post-release checks to verify that systems are functioning correctly before further customer testing.

Join Unifonic, a vibrant startup recognized as a Great Place to Work®, transforming the communication landscape through our innovative CPaaS (Communication Platform as a Service) solutions. With a dedicated team of over 400 passionate professionals, we strive to provide exceptional experiences for more than 5,000 client-focused companies.At Unifonic, we foster a collaborative and enjoyable work environment where creativity flourishes and fresh ideas are welcomed. As proud shareholders, we embody the spirit of Unifonic in everything we do. Become a part of our exciting journey!Meet the Team!The Client Services team at Unifonic is committed to ensuring our clients receive unparalleled support. As the primary contact for our clients, you will play a pivotal role in building enduring relationships. We collaborate closely with clients to understand their unique needs, helping them leverage our services to fulfill their business objectives. If you have a passion for customer service and a proactive mindset, you will excel in our fast-paced, dynamic environment.Your Role:As a Customer Support Engineer, you will handle intricate support issues that vary in priority and must be resolved within established service levels. You will collaborate with multiple stakeholders to perform daily tasks while representing the company in a supportive manner.Key Responsibilities:Address client inquiries and work with vendors to resolve issues as first and second-line support via email, phone, and remote access.Manage daily operations related to the company's products and services, including reporting, project performance monitoring, and issue tracking.Provide comprehensive training in areas of expertise, product knowledge, and integration.Ensure the availability of technical infrastructure, systems, products, and services.Collaborate with cross-functional teams to create a seamless client experience and identify new product or feature development opportunities.Facilitate effective communication among stakeholders.Act as a coach and trusted advisor to valued clients.Document and communicate best practices for ongoing management and operational problem-solving.

Join Tarjama as a Product Support Specialist, where you will play an essential role in delivering outstanding technical support and guidance to our customers. Your expertise will ensure customer satisfaction and product success by swiftly resolving issues, troubleshooting proactively, and maintaining thorough documentation. As a dedicated advocate for our users, you will cultivate positive relationships and facilitate seamless usage of our products. Collaborating with internal teams and staying updated on product enhancements, you will contribute to ongoing improvements that drive customer loyalty and business growth.Duties & Responsibilities:Technical Support:Act as the first point of contact for customers in need of assistance, providing timely and effective technical support through Jira (tickets), email, calls, or chat.Meticulously log all customer issues and connect them to the relevant development team backlog for prompt resolution.Utilize diagnostic tools to troubleshoot and resolve product-related issues, ensuring clear communication about the details and expected timelines for resolution.Troubleshooting:Adopt a systematic approach to diagnose and address technical issues encountered by customers, showcasing a profound understanding of our products and services.Product Guidance:Offer comprehensive support and guidance to customers, empowering them to navigate and utilize our products effectively, thus enhancing their overall experience and satisfaction.Customer Issue Resolution:Promptly investigate and resolve customer complaints or inquiries, demonstrating a proactive and solution-oriented approach to ensure maximum satisfaction.Documentation:Maintain precise documentation of all customer interactions, issues, and resolutions in the designated support ticketing system (Jira), ensuring accuracy and ease of reference.Develop and update detailed user manuals and service documentation, including instructional videos and screenshots to enhance product usage understanding.

As a Community and Support Associate at Tamatem, you will play a pivotal role in our community support team. Your skills and expertise will help us deliver exceptional assistance to our users, ensuring their satisfaction and enriching their gaming experiences.Your Responsibilities:● Manage a high volume of user inquiries, tickets, and comments with professionalism and efficiency.● Address customer requests regarding services, products, and billing while showcasing a comprehensive understanding of our games.● Prioritize customer needs with care, compassion, and precision in every interaction.● Offer insightful guidance to users to enhance their gaming experience.● Supervise in-game chat to foster a positive and respectful environment.● Strive to exceed expectations by providing outstanding customer service and effectively resolving user issues.● Maintain open lines of communication with users, emphasizing our commitment to their needs.● Continuously seek to elevate the user experience through engagement and feedback.● Keep user databases current through proactive internal and external communication.● Gather and analyze user data to support team initiatives and report on service performance.● Regularly play our games to stay informed and offer relevant support.

Join our team as a Business Support Systems Associate, where you will play a crucial role in the development, maintenance, and oversight of our core financial systems. This position involves assisting with database operations, system integrations, reporting, and providing daily operational support to maintain system stability, ensure data accuracy, and guarantee business continuity.Key ResponsibilitiesAssist in managing and supporting core systems, including database operations and application services.Execute SQL queries and assist with data extraction, validation, and analysis tasks.Monitor system performance, troubleshoot issues, and escalate incidents as necessary.Support daily operational activities including transaction monitoring and reporting.Participate in system releases, testing, and deployment activities.Facilitate integrations with external systems and APIs (such as payment systems and reporting platforms).Collaborate with cross-functional teams (IT, Operations, Finance, Marketing) to meet business requirements.Document processes, procedures, and technical configurations for future reference.

As a Senior Structural Engineer at Egis Group, you will play a pivotal role in designing and overseeing the construction of complex structures. Your expertise will contribute to innovative engineering solutions that enhance safety and sustainability in our projects.

We are seeking an experienced and dynamic Principal Engineer specializing in Civil and Roads to join our innovative team at Egis Group. In this pivotal role, you will lead the design and execution of complex civil engineering projects, ensuring they meet the highest standards of quality and safety. You will collaborate with multidisciplinary teams, mentor junior engineers, and engage with clients to deliver exceptional results.

Join the Egis Group as a Wet Utilities Engineer, where you will play a crucial role in designing, implementing, and managing water and wastewater systems. We are looking for passionate individuals who thrive in a collaborative environment and are eager to contribute to sustainable infrastructure projects.

The Egis Group is seeking a talented and driven Wet Utilities Engineer to join our dedicated team in Amman. In this role, you will play a pivotal part in designing, planning, and executing wet utility projects. Your expertise will contribute to enhancing infrastructure and ensuring sustainable water management solutions.As a Wet Utilities Engineer, you will be responsible for collaborating with interdisciplinary teams, conducting feasibility studies, and ensuring compliance with local regulations and standards. You will also engage with clients to understand their needs and provide innovative engineering solutions.

We are seeking a highly skilled and motivated Senior Engineer specializing in Civil and Roads to join our dynamic team. In this pivotal role, you will be responsible for leading civil engineering projects, ensuring adherence to design standards, and collaborating with interdisciplinary teams to deliver sustainable solutions. If you are passionate about infrastructure development and eager to make a significant impact in the field, we encourage you to apply!

Join Egis Group as a Principal Electrical Engineer specializing in Infrastructure projects. We are seeking a visionary leader who will spearhead innovative electrical engineering solutions within the infrastructure sector. You will collaborate with multidisciplinary teams to design and implement cutting-edge electrical systems that enhance project efficiency and sustainability.

At Tagaddod, we are at the forefront of innovation in waste collection technology. We seek dynamic individuals who are ready to elevate our mission and drive impactful change.This role encompasses a blend of Engineering and Quality Control responsibilities. We are in search of a leader who is eager to tackle challenges head-on. Your work will be based at our operational site in Amman.Key Responsibilities: Oversee and manage installations and refurbishments at our Amman location. Lead daily briefings for warehouse operators and report stock levels and issues to the site director. Ensure compliance with health and safety standards, hygiene, and security protocols. Test and evaluate raw materials and supplies against established acceptance criteria. Maintain accurate stock control systems and inventories. Supervise planned maintenance for vehicles, machinery, and equipment. Manage warehouse operators and external contractors effectively. Implement automated and digital systems as necessary. Track and report on key performance metrics to enhance cost efficiency and operational effectiveness.

Role Overview Sika AG is hiring a Specification & Sales Engineer in Amman. This position combines technical knowledge with client-focused sales to help deliver successful building projects using Sika’s products. What You Will Do Work closely with architects, engineers, and contractors to understand project requirements Develop tailored solutions that meet client needs and project specifications Support clients through the process of specifying and implementing Sika products Promote Sika’s brand and contribute to expanding its presence in the market What We Look For Experience in sales and engineering, ideally within the construction or building materials sector Strong communication skills for effective collaboration with project stakeholders Ability to understand technical requirements and translate them into practical solutions Motivation to support clients and help them achieve their project goals

Join our dynamic team as a Principal Engineer specializing in Wet Utilities, where you will have the opportunity to lead innovative projects and contribute to sustainable water management solutions. Your expertise will help shape the future of utility engineering in diverse environments.

As a Senior Engineer specializing in Wet Utilities, you will play a pivotal role in the design and management of water supply, drainage, and wastewater systems. Your expertise will contribute to significant projects that ensure sustainable water management and infrastructure development. Collaborate with multidisciplinary teams and utilize advanced engineering techniques to deliver innovative solutions.

Join our dynamic team at khibraty as a Backend Engineer! We are seeking a motivated individual with 1–2 years of experience to help us build robust backend services and thrive in a fast-paced product environment. In this role, you will collaborate closely with senior engineers, product managers, and frontend teams to create APIs, enhance system performance, and contribute to scalable backend solutions that drive our products.Responsibilities:Design, develop, and maintain backend services and APIs with guidance from senior engineers.Implement business logic and integrations that support key product features.Write clean, maintainable, and well-tested code adhering to established backend standards.Work together with frontend engineers, product managers, and designers to understand requirements and deliver effective solutions.Assist in optimizing system performance, reliability, and security.Participate in code reviews to learn backend best practices and architectural patterns.Contribute to CI/CD pipelines, deployments, and basic monitoring tasks.Troubleshoot and resolve backend issues in both development and production environments.

Join our dynamic team as a Senior AI Engineer / MLOps Engineer, where you will spearhead the design, development, deployment, and optimization of robust, scalable AI and machine learning solutions. We seek an individual with a profound understanding and practical experience in AI engineering, machine learning, MLOps, cloud-native architecture, and data engineering, who can effectively convert experimental frameworks into dependable, business-ready systems.This role demands extensive expertise in large language models (LLMs), retrieval-augmented generation (RAG), agentic AI workflows, CI/CD automation, and the management of production ML lifecycles within modern data platforms. The selected candidate will lead comprehensive AI projects, collaborate with both technical and business stakeholders, and uphold operational excellence across AI platforms.Key Responsibilities:Design, develop, deploy, and maintain production-grade AI and machine learning systems from start to finish.Construct and enhance LLM-powered applications, including RAG pipelines, prompt workflows, agent-based systems, and multimodal AI applications.Create intelligent workflows through tool-calling, orchestration frameworks, and contextual reasoning models.Refine, assess, and operationalize machine learning and foundational models for enterprise applications.Build and oversee MLOps pipelines that encompass training, evaluation, model registration, deployment, monitoring, and retraining.Implement CI/CD pipelines for ML and AI workflows to facilitate automated testing, release management, and controlled deployments.Establish model monitoring frameworks to detect drift, attribute features, and track inference quality and performance.Ensure reproducibility, reliability, and version control across AI/ML environments.Architect scalable AI/ML platforms utilizing modern computing, storage, orchestration, monitoring, and search services.Develop reproducible environments employing Infrastructure as Code.Support secure, high-availability, and cost-effective deployment models throughout development, staging, and production phases.Design scalable inference and serving patterns adaptable to fluctuating workloads.Construct and maintain automated data pipelines, ETL/ELT workflows, and data processing frameworks for AI/ML utilization.Guarantee data quality, lineage, governance, and versioning to enable reliable model training and inference.Work with both structured and unstructured datasets across data lakes, data warehouses, and operational systems.Deliver analytics-ready datasets to downstream systems and applications.Lead multiple AI initiatives concurrently, including planning, execution, and coordination with internal teams and stakeholders.Collaborate closely with product, engineering, data, and business teams to deliver production-ready AI capabilities.Contribute to architectural decisions, technical documentation, and best practices across teams.

Join our team as an IAM/PAM PKI Engineer, where you will enhance enterprise identity security solutions with a focus on Cerebra mPass (MFA) and CyberArk (PAM). Your role will involve stabilizing daily operations, facilitating onboarding processes, enhancing policy frameworks, and preparing the strategic roadmap for the migration to Windows Hello for Business along with the future implementation of SailPoint (IGA), BeyondTrust (PAM), and Thales HSM for PKI. A strong aptitude for troubleshooting, meticulous documentation, and maintaining audit evidence is essential for success in this position.Key ResponsibilitiesMFA Management using Cerebra mPassDesign, configure, and support MFA policies, integrations, and user onboarding processes for Cerebra mPass.Integrate MFA with enterprise applications such as VPN, remote access, cloud services, and internal systems using established authentication protocols.Monitor authentication workflows, troubleshoot access issues, and enhance the reliability and user experience.Develop and execute a comprehensive migration plan from mPass to Windows Hello for Business, including pilot planning, risk management, and transition support.PAM Management with CyberArk and BeyondTrustManage and scale CyberArk environments, including safes, platforms, health checks, onboarding, rotations, and access workflows.Facilitate privileged account onboarding and uphold operational hygiene through break glass, vault policies, RBAC, and session controls.Support the evaluation and future implementation of BeyondTrust as required.IGA Preparation with SailPointAssist in preparations for IGA adoption, including joiner/mover/leaver processes, segregation of duties concepts, connector requirements, and reporting needs.Contribute to implementation planning and operational documentation once adopted.PKI Coordination with Thales HSMOversee certificate lifecycle processes and coordinate with Active Directory and PKI stakeholders.Support discovery, inventory, renewal tracking, and operational processes related to certificates.Engage in planning for HSM-backed PKI with Thales, including key ceremony concepts, dual control, and operational readiness for CRL/OCSP.Operational Compliance and Delivery HygieneEnsure visibility of IAM, MFA, and PAM events within the SIEM. Maintain health KPIs and minimize alert noise.Execute changes through ITSM, ensuring thorough testing, validation, and post-change inspections.Lead or assist in root cause analysis for significant incidents. Document standard operating procedures, runbooks, and hardening guidelines.Generate audit-ready evidence aligned with cybersecurity regulations in KSA, focusing on access controls and privileged access governance.Automation InitiativesUtilize PowerShell, Python, and REST APIs to automate onboarding, rotation processes, and administrative tasks.