About the Position

Bright Pattern is looking for an Operations Support Engineer (in Saudi Arabia) to join our team. If you have a passion for on-premise support, incident management, and client interactions, this role is for you. Join our team of stars as we continue to grow rapidly!

Responsibilities

Ops activity: On-premise support, product rollouts, monitoring, incident management, etc.
Identify, reproduce, and document bugs in the software product.
Define and document requests for improvements to existing functionality.
Process requests from partners and clients (mostly through Zendesk, occasionally via phone).
Conduct Zoom/Teams meetings with clients and partners.
Provide training for partners.
Build complex and interesting scenarios for handling incoming calls and outbound campaigns, chats, and messengers.
Engage in pre-sale activities, kick-off meetings, and project work.
Set up integrations with: MS Dynamics, Teams, Salesforce, ServiceNow, Google TTS/STT, IBM Watson, AWS Lambda, Zendesk, OpenAI, and others.
Participate in On-call rotation.

Time Distribution:

Incident resolution / working with logs / answering product questions: 60%
Product rollouts (installation, hotfixes, updates): 20%
Live Zoom meetings with partners, training, and implementation: 20%

Requirements

Experience: Experience in direct client interaction (including international clients) at levels 2 and 3 support for at least one year.
Language: Proficiency in English at a B2 level or higher (written and spoken communication with foreign clients). Fluency in Arabic language is essential for this role.
Location: The candidate for this role must be based in Saudi Arabia.

Operations Skills

Strong knowledge of Linux (CLI, installation, configuration, troubleshooting).
Experience with scripting languages like bash, python, and so on.
Hands-on experience with bare-metal servers.
Strong knowledge with cloud providers (AWS, DO, Azure, GoogleCloud).
Experience with databases (we use MongoDB/MySQL): CLI, replications, backups.
Ansible experience (playbooks, inventory, roles, modules, etc).
Experience with monitoring systems.
Terraform knowledge will be a plus.

Support Skills

Experience with SIP/RTP and general telephony.
Experience with APIs.
Networking (traffic sniffing, RFC analysis, SIP/RTP, TLS, DNS, ports, etc.).
Experience working in international companies is a plus.

We Offer

Competitive compensation.
Remote work.
Flexible working hours.
A truly interesting and multifaceted product, along with many non-trivial tasks that you will tackle.

About the Company

Founded by pioneers in the contact center industry, Bright Pattern delivers a natively built, all-in-one AI-powered omnichannel platform including comprehensive contact center capabilities, an advanced AI suite, and workforce management (WFM).

Recognized as the fastest time-to-implement and lowest-cost-to-deploy, Bright Pattern delivers unmatched time-to-value.

Serving over 500 customers across 30 countries, Bright Pattern’s cloud-native platform offers customers their deployment choice - whether in the cloud, on-premises, or in private cloud environments.

For more information on how Bright Pattern is reimagining customer experience, visit www.brightpattern.com.

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Operations Support Engineer

Job description