Operations Support Engineer

Bright Pattern provides the simplest and most powerful omnichannel cloud contact center software for innovative companies. 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 On-call rotation

Requirements

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 is essential for this role; Must be based in Saudi Arabia; 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 (MongoDB/MySQL): CLI, replications, backups; Ansible experience (playbooks, inventory, roles, modules etc); Experience with monitoring systems; Experience with SIP/RTP and general telephony; Experience with APIs; Networking (traffic sniffing, RFC analysis, SIP/RTP, TLS, DNS, ports, etc.)

Nice to have

Terraform knowledge will be a plus; Experience working in international companies is a plus

Benefits

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