Onsite Support Consultant

**Job Information**: Date Opened - 01/31/2025 Job Type - Full time Industry - IT Product Software City - Riyadh State/Province - Riyadh Country - Saudi Arabia Zip/Postal Code - 11564 **About Us**: At Seclore, we are Entrepreneurs not Employees. We are a passionate team with diverse backgrounds and experiences, all driven to solve complex business problems with simple, intuitive solutions. We appreciate people fueled by passion, curiosity, and hunger to learn and grow. We encourage Seclorites to think out of the box and solve the unsolved - by working with award-winning, patent-pending, cutting-edge technology. Nothing we do has been attempted before, and we take pride in taking on the giants of the world At Seclore, we are a tribe of risk-takers, innovators, and problem-solvers. What truly sets us apart is our commitment to meritocracy and equal opportunity. **We are proud to be recognized as a "Great Place to Work" in India five times in a row** **We are also recognized as a "Great Place to Work" in USA for the first time ever** - Congratulations, you have taken the first step towards bagging a career-defining role. Join the team of superheroes that safeguard data wherever it goes. **What should you know about us?** - Seclore protects and controls digital assets to help enterprises prevent data theft and achieve compliance. Permissions and access to digital assets can be granularly assigned and revoked, or dynamically set at the enterprise-level, including when shared with external parties. Asset discovery and automated policy enforcement allow enterprises to adapt to changing security threats and regulatory requirements in real-time and at scale. You would love our tribe: - If you are a risk-taker, innovator, and fearless problem solver who loves solving challenges of data security, then this is the place for you Role: Onsite Support Consultant - Experience: 3-5 Years - Location: Riyadh **A sneak peek into the role**: - This position is for self-motivated and highly energetic individuals who can think of multiple solutions for a given problem and help in decision-making while working in a super-agile environment. **Here's what you will get to explore**: - Act as the primary point of contact by providing technical support to enterprise customers while being stationed at the customer location. - Advocate for the customer by ensuring their concerns and issues are addressed effectively. - Achieve a strong understanding of Seclore products and develop expertise in their functionality. - Strive to provide resolutions on the first interaction with the customer. - Manage multiple cases simultaneously, addressing varying degrees of severity. - Effectively communicate procedural and technical issues to internal teams, customers, and stakeholders. - Prioritize and manage the schedule of cases, determine their priority level, and set expectations with customers. - Assess the need to escalate cases to the appropriate resources for handling complex issues or situations. - Engage with internal teams to prioritize and address customer requests efficiently. - Conduct research on operating systems, infrastructure technologies, and Seclore products as required. - Participate in new product releases, ensuring that all necessary training and information requirements are met to provide support for the new release. - Engage in ongoing training, self-learning, and functional/organizational development. - Create and update documentation and support knowledge bases to reduce troubleshooting time and drive faster resolutions. Collaborate with internal and customer teams with diverse expertise to enhance the overall support experience. **AREAS OF WORK**: **Support**: - Troubleshoot software malfunctions by diagnosing technical issues. **Consulting**: - Provide insights to the Customer Success Manager regarding new requirements and changes at the customer end. - Conduct periodic Seclore system health checks and share reports with relevant stakeholders. - Monitor system usage and provide valuable inputs to the Customer Success Manager to optimize performance. **We can see the next Entrepreneur At Seclore if you**: Hands-on experience across the following core technologies: - a) Operating Systems - Windows Server, Windows Client, and Linux - b) Expert-level understanding of Windows and Linux server concepts - d) Infrastructure technologies - Active Directory (AD), DNS, DHCP, and IIS - e) Proficiency in using the Microsoft Office Suite - f) A strong foundation in networking principles ** Working knowledge of**: - a) Relational database principles and methodologies - MS-SQL, Oracle - b) Antivirus or Data Loss Prevention (DLP) software - c) Diagnostic tools such as Process Monitor, Process Explorer, and Network Monitor/Wireshark **Why do we call Seclorites Entrepreneurs not Employees?** - We value and support those who take the initiative and calculate risks. - We have an attitude of a problem solver and