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Technical Support, Lead

Company

Master-Works

Location

Riyadh, Riyadh Province

Type

Full time

Job title: Technical Support Lead

Business Unit: Nabeh by Master Works

Level: Mid Senior Level

Job Location: Riyadh

Our subsidiary, Nabeh, is seeking a professional to own and govern the end-to-end support operating model for AI and enterprise technology solutions, ensuring stable operations post-handover through clearly defined SLAs, disciplined support processes, and professional client communication.

Key Responsibilities

1. Support Governance & SLA Ownership

  • Define, finalize, and enforce Support SLAs covering:
    • Coverage windows
    • Response and resolution times
    • Escalation levels and responsibilities
  • Ensure SLAs are aligned with contracts, CoCs, and client expectations, not assumed verbally.
  • Act as the single owner of support accountability, e...

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