Senior Field Service/Support Engineer providing on - site support for automation products at Rockwell Automation. Responsible for troubleshooting, commissioning, and customer communication in technical projects.
About the role
- Support Engineer providing exceptional technical support for Meniga’s financial products. Engaging with clients mainly in the Middle East, focused on software installation and testing.
Responsibilities
- Providing exceptional support to customers using our software products according to SLA
- Respond to customer inquiries and provide technical support offline (service desk tool, email) or online (troubleshooting sessions remotely and on-site)
- Manage customer support tickets and track progress to ensure timely resolution
- Collect data needed to do analyze the reported issues (internal knowledge base and documentation, targeted questions, database scripts)
- Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
- Resolve customer issues related to installation, configuration, performance, and usage of Meniga products
- Delivering constructive feedback to our development and product teams to identify and resolve bugs or other technical issues
- Document knowledge in the form of knowledge base, technical notes and articles
- Continuously learning about new product features and becoming an expert in the PFM and financial data consolidation domain
- Travel to customers sites will be required (especially in the Middle East)
Requirements
- Must be based and eligible to work in Poland (B2B) and travel around the Middle East
- Degree in computer science or related field
- Experience in customer technical support
- Proficiency in Arabic
- Very good communication skills in English, both verbal and written
- Strong analytical problem-solving skills
- Strong client-facing skills
- General technical skills including SQL, .NET, Windows, IIS, Linux, Kubernetes, cloud, network, security, and performance
- Fundamental understanding of how software operates and the ability to read installation manuals
- Architect and project management skills would be an asset
- Experience with SQL databases and .NET programming language would be an asset
- Familiarity with software development methodologies and tools
- Ability to work independently and as part of a team
- Comfortable working in a fast-paced environment with multiple priorities
- Ability to travel up to 2 weeks a month, especially to the Middle East (mainly UAE, KSA, Kuwait, Oman and Egypt)
- GCC passport is a plus.
Benefits
- Private healthcare
- Fitness allowance
- Leave benefits
- Work-life balance
- Hybrid working
- Meal allowance
- Team-building events
- Reimbursement for internet/phone subscriptions
- International projects
- Career advancement
- Competitive salaries
- Performance-based bonuses
- ESOPs
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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