Overview
FileCloud is looking for an enthusiastic and experienced Technical Support Engineer based in Riyadh, the Kingdom of Saudi Arabia to join our team. In this role, you will diagnose, troubleshoot, and resolve customer issues in a timely manner. This role is fully office-based and will require working in our office in Riyadh and connecting with the wider, global FileCloud team.
About the Product & Company
FileCloud is a hyper-secure EFSS (enterprise file sync and share) platform that provides industry leading compliance, data governance, data leak protection, data retention and digital rights management capabilities. FileCloud is a leader in content governance and collaboration for unstructured data, trusted and used worldwide across Global 1000 enterprises, educational institutions, government organizations, and service providers. In addition to its enterprise file sharing solution, FileCloud's product portfolio also includes Signority (acquired in May 2024), a Canadian-based e-signature and document workflow platform. We are currently expanding our team as we grow and improve FileCloud.
Key Responsibilities
Become a product expert by learning all the different features of FileCloud - installation, configuration of features, and testing the product on multiple desktop applications
Respond to all Level 1 & Level 2 support tickets within SLA
Create internal tickets with product engineering
Fill in required forms and administer & complete tickets after dealing with customers
Follow up with customers and keep them updated regarding any tickets under investigation
Create knowledge base content derived from resolved issues
Support weekend shift rotation (at least 1 weekend shift per month)
Follow escalation procedures as required to the designated team
Present good communication (both written and verbal) between the team and other departments
Perform professional service tasks assigned by the senior team - scheduled calls with customers, recreating the customer environment, and testing the solutions ahead of deployments
Provide on-site support for customers in the region as requested
Ideal Candidate
Currently based in Riyadh, Kingdom of Saudi Arabia
Available to work a shift between 9 am and 5 pm Arabian Standard Time, Sunday to Thursday. During the training period, you will be working at 9 am to 5 pm Central European Time, Monday to Friday
Strong verbal and written communication skills in English and Arabic
3+ years Linux administration experience with Ubuntu, CentOS, Debian, RHEL
Familiar with Apache Web Server troubleshooting
Knowledge of Web Application support in Linux
Possess Network Share management skills
2+ years in a Technical Support position (customer service/technician)
1+ years support ticketing system experience (HubSpot, Zendesk, Freshdesk, SupportPal, etc.)
2+ years in Windows Server Administration working with Active Directory, NTFS, IIS, SSL certificates, PowerShell, etc
Possess PHP application debugging skills
1+ years' experience in MongoDB troubleshooting
2+ years' experience in Apache troubleshooting
1+ years' experience in AWS Administration
1+ years' experience in Azure Administration
Possess Single Sign On experience
What We Offer
Be part of a team of passionate, committed individuals dedicated to building a world-class product
Dedicated time for training and education opportunities
A mentorship model wherein your mentor and team support your development
A competitive salary with an annual bonus
20 days of paid time off, which increases by a further 2 days after 3 years of service and 3 days after 5 years of service (in addition to 10 public holidays in your country)
Paid day off on your birthday or on an alternative day if your birthday falls outside a typical working day
Paid day off to volunteer with the charity of your choice
Paid monthly internet cost, as well as lunch and a wellbeing stipend provided
Reimbursement of all hardware costs associated with the role
Please note that we conduct background security checks for everyone joining our team.
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