Brief summary of role:

We are hiring a Senior Technical Customer Success Engineer based in Dubai to serve as the primary technical escalation point, trusted advisor, and hands-on problem solver for our enterprise customers across the Middle East region. This is a deliberately hybrid role — combining the customer empathy of a Senior CSM, the diagnostic precision of a Technical Support Engineer, and the resourcefulness of someone who can write a Python script or SQL query to get answers fast.

You will own the full post-sale technical relationship for a portfolio of high-value accounts, troubleshoot complex platform and integration issues, and build lightweight tooling and reports that improve both the customer experience and the efficiency of our regional team. Arabic fluency is a hard requirement — many of our most strategic regional customers operate primarily in Arabic, and your ability to engage authentically in both languages is a meaningful differentiator.

What you will be doing:

Customer Success & Technical Support

• Own end-to-end technical relationships for a portfolio of enterprise accounts across the ME region, serving as the senior escalation point for complex, high-impact issues
• Engage customers directly via calls, on-site visits, and remote sessions to troubleshoot challenges including integrations with Procore, ACC, and Revizto; SSO and API configuration; Power BI dashboards; and BIM alignment and GPS registration workflows
• Proactively monitor account health, identify recurring issue patterns, and flag risks to internal teams before they escalate
• Lead structured customer touchpoints including onboarding, QBRs, and usage reviews — always connecting platform capabilities to customer business outcomes
• Maintain a clear weekly status summary of all open cases by account, ensuring nothing falls through the cracks across your book of business
• Track and manage all support cases using Jira or equivalent issue management tools, maintaining detailed logs, priorities, and resolution timelines

Technical & Engineering Work

• Experience in writing and running scripts and SQL queries to answer customer data questions, automate repetitive internal processes, and build lightweight reporting tools for the regional team
• Build and maintain simple internal dashboards or data extracts that surface customer usage trends, support case patterns, and adoption signals
• Collaborate with Engineering by documenting bugs with precise technical context, reproducing issues in staging environments, and bridging the gap between customer-reported problems and engineering investigation
• Support integration troubleshooting at a code level — reading API responses, parsing logs, and identifying root causes beyond standard tier-1 support
• Comfortable reading & modifying scripts in Python, JS, or similar. 
• Familiarity with debug logs (mobile crashes, integration traces, server errors).
• Ability to read architectural/construction drawings (floor plans, sections, BIM) is required. 

Regional Operations & Collaboration

• Travel to customer job sites and offices across the ME region (~25–30%) to deliver in-person support, training, and onboarding
• Collaborate with Account Executives on renewal and expansion conversations by surfacing usage data and technical validation of business value
• Help build out regional support processes, documentation, and knowledge base content that scale as the ME team grows

What we are looking for:

Education and Experience Required:

• 5–7 years of experience in a technical customer success, solutions engineering, or senior technical support role — ideally within SaaS or construction technology
• Demonstrated experience managing a portfolio of enterprise B2B accounts and owning complex technical relationships end-to-end
• Hands-on experience with APIs, SSO configuration, integration troubleshooting, and cloud-based SaaS platforms
• Experience with technical support and issue management tools such as Jira, Zendesk Linear, or other customer ticketing applications is essential.
• Ticketing: experience handling customer ticketing (Zendesk or similar) and writing actionable Jira tickets for Engineering (repro, expected vs. actual, logs).

Knowledge, Skills, and Abilities Required: 

• Fluent in Arabic and English — written and spoken — this is a hard requirement for this role
• Strong analytical mindset with the ability to diagnose ambiguous problems and communicate findings clearly to both technical and non-technical audiences
• High emotional intelligence: you build trust quickly, stay calm under pressure, and treat customers as partners
• Organised, metrics-driven, and comfortable working independently in a fast-paced regional environment
• Willingness and ability to travel regularly across the ME region
• Experience using AI tools at work such as Claude, ChatGPT etc 

Nice to Have

• Background in construction, AEC, or field operations technology
• Familiarity with BIM workflows, site capture hardware, or mobile field applications
• Experience with Power BI, Tableau, or similar BI tools
• Familiarity with various PMIS solutions such as Procore, Autodesk Construction Cloud (ACC), Revizto, Aconex and others.