2 041 Customer Support Engineer jobs in Bahrain

Join to apply for the Customer Support Engineer role at Yokogawa

Join to apply for the Customer Support Engineer role at Yokogawa

Not just a job, but a career

Yokogawa, award winner for ‘Best Asset Monitoring Technology’ and ‘Best Digital Twin Technology’ at the HP Awards, is a leading provider of industrial automation, test and measurement, information systems and industrial services in several industries.

Not just a job, but a career

Yokogawa, award winner for ‘Best Asset Monitoring Technology’ and ‘Best Digital Twin Technology’ at the HP Awards, is a leading provider of industrial automation, test and measurement, information systems and industrial services in several industries.

Our aim is to shape a better future for our planet through supporting the energy transition, (bio)technology, artificial intelligence, industrial cybersecurity, etc. We are committed to the United Nations sustainable development goals by utilizing our ability to measure and connect.

About The Team

Our 18,000 employees work in over 60 countries with one corporate mission, to "co-innovate tomorrow". We are looking for dynamic colleagues who share our passion for technology and care for our planet. In return, we offer you great career opportunities to grow yourself in a truly global culture where respect, value creation, collaboration, integrity, and gratitude are highly valued and exhibited in everything we do.

Job Purpose - Technical support for Yokogawa products and services. Manage and support all technical support requirements in response Center Middle East & Africa.

• Responsible for providing timely and quality technical support to customers in the Middle East and Africa region.
• Technical assistance for Yokogawa system products like Centum VP, ProSafe-RS, and subsystems Call handling, troubleshooting, investigation, analysis, testing, and resolution of troubles or nonconformities reported from customer sites. 3. Delivering customer-centric solutions with close coordination with functional experts Troubleshooting and maintenance of cyber security solutions at OT infrastructure Liaising with functional technical centres and escalations for delivering timely and quality solutions for customer inquiries Handling of core service functions like warranty, service notes, and service information.
• Case tracking and KPI management Remote support to customers and internal service engineers for the first line of support.
• Execution and maintenance of secure remote service infrastructure.
• Analyse network issues by assisting engineers in switch configurations for Ethernet sniffing and SPAN and RSPAN configurations.
• Troubleshoot Windows platform issues by analysing Windows dumps, application crashes, memory leaks, etc. Support for network security solutions like anti-virus, Windows updates, Active Directory, whitelisting, etc.
  
  

• Degree in engineering (Instrumentation, electronics or similar).
• Good knowledge of Yokogawa DCS, ESD and Asset manager is a must. Good knowledge in network domain concept, application deployment, OT security applications and system in the network Prior proven experience in service of Yokogawa products.
• Experience in technical support and familiar with relevant processes and workflow. Overall experience of 5-8 years.
• Proven Work experience in large Yokogawa installation base customer site Maintenance knowledge of BR,OS/AV application patches and Hands on Configuration / knowledge of Firewalls & L2/L3 switches
  
  

• Good analytical skills in troubleshooting and investigation of complex issues reported from site.
• Adaptability and quick learner of various products and technologies in the instrumentation and control systems domain Passion for customer support. 3. Listening skill with can-do attitude Good co-ordination and interpersonal skills. 3. Good and effective team player and proactive approach to all situations Familiar with maintenance procedures of IA systems at industrial automation facilities.
• Past Proven experience in problem solving with high morality of the customer
  
  

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Information Technology
• Industries Automation Machinery Manufacturing

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• Provide advanced technical support and troubleshooting for complex customer issues via phone, email, and chat.
• Diagnose, replicate, and resolve software and hardware problems.
• Document customer interactions, technical issues, and resolutions accurately in the CRM system.
• Escalate unresolved issues to higher-level support or engineering teams with detailed information.
• Develop and maintain technical knowledge base articles and troubleshooting guides.
• Identify recurring customer issues and provide feedback to product development teams for improvement.
• Mentor and train junior support staff on technical procedures and best practices.
• Manage customer expectations and ensure timely resolution of support tickets.
• Contribute to the continuous improvement of support processes and customer service standards.
• Participate in after-hours support rotation as needed.

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 4 years of experience in a technical support or customer service role, preferably in a senior capacity.
• Proven ability to troubleshoot complex technical issues across various operating systems and applications.
• Strong understanding of networking concepts, hardware, and software.
• Excellent communication, interpersonal, and customer service skills.
• Ability to work independently and manage time effectively.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) and CRM software.
• Problem-solving mindset and a strong sense of urgency.

• Provide advanced technical support to customers via multiple communication channels.
• Diagnose and resolve complex hardware and software issues.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Contribute to the creation and maintenance of technical documentation and FAQs.
• Identify trends in customer issues and provide feedback to product teams for improvement.
• Train and mentor junior support staff.
• Collaborate with cross-functional teams to ensure customer satisfaction.
• Participate in on-call rotation for urgent support needs.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in a technical support or customer service role.
• Proficiency in troubleshooting operating systems, networking, and software applications.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work independently and as part of a team.
• Experience with CRM software and remote support tools.
• ITIL certification is a plus.

• Oversee the day-to-day operations of the customer support helpdesk, ensuring timely and effective resolution of all customer inquiries and technical issues.
• Lead, mentor, and train a team of customer support representatives, fostering a collaborative and high-performance culture.
• Develop and implement support strategies, workflows, and best practices to improve efficiency and customer experience.
• Analyze customer feedback and support data to identify trends, root causes of issues, and areas for product or service improvement.
• Create and maintain comprehensive support documentation, including FAQs, knowledge base articles, and troubleshooting guides.
• Escalate complex technical problems to appropriate departments (e.g., Engineering, Product Management) and ensure their resolution.
• Monitor key performance indicators (KPIs) for the support team, such as response time, resolution rate, and customer satisfaction scores.
• Collaborate with the Sales and Product Development teams to provide customer insights and contribute to product enhancement.
• Manage customer escalations and ensure prompt and satisfactory resolution.
• Stay informed about company products, services, and industry best practices.

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• Minimum of 6 years of experience in customer support or technical helpdesk roles, with at least 2 years in a team lead or supervisory capacity.
• Proven experience in troubleshooting and resolving complex technical issues, preferably in a SaaS or technology-driven environment.
• Strong understanding of IT support principles and methodologies.
• Excellent leadership, coaching, and team management skills.
• Exceptional communication, problem-solving, and analytical abilities.
• Experience with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to work effectively in a hybrid work environment, balancing remote and in-office responsibilities.

• Leading and managing a team of customer support engineers, providing guidance, training, and performance feedback.
• Serving as a primary point of escalation for complex technical issues, ensuring rapid and accurate resolution.
• Developing and maintaining comprehensive technical knowledge base articles, FAQs, and troubleshooting guides.
• Analyzing support ticket trends to identify recurring issues and implementing proactive solutions.
• Collaborating with product development and engineering teams to relay customer feedback and influence product improvements.
• Ensuring adherence to service level agreements (SLAs) and maintaining high customer satisfaction ratings.
• Implementing and refining customer support processes and workflows to enhance efficiency and effectiveness.
• Managing customer communication channels, including phone, email, and chat support systems.
• Tracking and reporting on key customer support metrics (e.g., response times, resolution rates, customer satisfaction scores).
• Identifying training needs for the support team and developing appropriate training programs.
• Contributing to the continuous improvement of the customer support function.

• Bachelor's degree in Computer Science, Information Technology, or a related technical field.
• Minimum of 5 years of experience in customer support or technical support roles, with at least 2 years in a lead or supervisory capacity.
• Proven expertise in diagnosing and resolving complex software and hardware issues.
• Excellent understanding of operating systems, networking concepts, and common IT infrastructure.
• Strong experience with helpdesk and CRM software (e.g., Zendesk, Salesforce Service Cloud).
• Exceptional communication, interpersonal, and active listening skills.
• Strong leadership and team management abilities.
• Ability to prioritize tasks, manage time effectively, and work under pressure.
• A customer-first mindset with a passion for delivering outstanding service.
• Experience in creating technical documentation and training materials.

• Lead, mentor, and manage a team of customer support engineers, fostering a high-performance culture.
• Oversee the resolution of complex technical issues reported by customers, ensuring timely and effective solutions.
• Develop and implement customer support strategies and procedures to improve response times and resolution rates.
• Act as a point of escalation for challenging customer inquiries and technical problems.
• Analyze support trends and customer feedback to identify root causes of issues and recommend product or process improvements.
• Train and onboard new customer support team members.
• Ensure that all customer interactions are handled professionally, courteously, and efficiently.
• Maintain accurate and comprehensive records of customer interactions and support activities in the CRM system.
• Develop and maintain knowledge base articles, FAQs, and troubleshooting guides for internal and external use.
• Collaborate with product management, engineering, and sales teams to address customer needs and feedback.
• Monitor support team performance metrics and provide regular reports to management.
• Manage the support ticketing system and ensure efficient workflow management.
• Contribute to the development and implementation of new support technologies and tools.
• Champion customer satisfaction and strive to exceed customer expectations.
• Participate in on-call rotation as needed to provide 24/7 support coverage.

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 5+ years of experience in customer support or technical support roles, with at least 2 years in a leadership or team lead capacity.
• Proven experience in troubleshooting and resolving technical issues related to software, hardware, or complex systems.
• Strong understanding of customer relationship management (CRM) software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Excellent communication, interpersonal, and active listening skills.
• Strong analytical and problem-solving abilities with a detail-oriented approach.
• Ability to manage multiple priorities and work effectively under pressure.
• Demonstrated leadership skills and the ability to motivate a team.
• Technical aptitude and ability to quickly learn new products and technologies.
• Experience in developing training materials and conducting training sessions.
• Familiarity with ITIL best practices is a plus.
• A passion for delivering exceptional customer service.