Operations Support Engineer

Bright Pattern is looking forOperations Support Engineer (in Saudi Arabia) with the following responsibilities:

Key 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 On-call rotation
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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%

Qualifications and Key Skills:

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

Conditions:

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