Hire Customer Support & Technical Success Engineers

Pricing is quotation-based and depends on level, hours and any on-site, clearance or data-residency needs. Current bands: Mid · Senior · Lead — Seat prices are quoted per level, practice and engagement model in your itemised proposal — by e-mail within 2 minutes of your request.. VAT is shown separately, quotes can be viewed in SAR, AED, USD or EUR, and every quotation is valid for 30 days. The Squad Builder sends your itemised quote by email within 2 minutes.

Remote Pro Ai is contractually responsible for quality. Raise it at any time: a replacement starts within 4 working days; the full handover completes in under 14 days. Your first engagement also begins with a no-bill trial, one per company: 5 working days on self-serve bookings and 10 on enterprise contracts.

This role is offered at Mid, Senior and Lead level. We never place junior profiles. A practice lead confirms each specialist’s level through a live technical assessment and reference checks, so the band on your quotation reflects scope the person has already delivered rather than a job title on a CV.

They typically handle tier 2 and tier 3 issues: reproducing bugs, analysing logs, testing APIs, applying configuration fixes and writing clear escalation reports for engineering. Tier 1 triage can be included where needed. Coverage hours are agreed in the SOW, including Gulf working weeks and time-zone overlap with your customers.

Yes. Engineers support customers in both languages through tickets, chat and calls, and write knowledge-base articles in Arabic and English. This matters for Gulf enterprise and government customers, whose end users often prefer Arabic while their technical teams work in English.

They tag tickets by root cause, report recurring issues to product and write knowledge-base articles and in-app help for common questions. Self-service deflection and product fixes cut volume, so engineers spend their time on complex cases instead of repeating the same answers.

ITIL 4 Foundation is common in this role and verified during vetting. In practice, engineers follow your incident, problem and change processes, keep SLA discipline and document every resolution. For customers with formal service-management requirements, they work inside your ITSM tooling and reporting.