Solution Engineer

About the role

Madre Integrated Engineering is hiring a full-time Solution Engineer in Doha within the oil and gas sector. The role acts as the main interface between customers and the internal organisation, handling incidents, problems and customer requests while ensuring service levels are met.

Key responsibilities

• Validate and manage incoming customer inquiries within response SLAs, and drive tickets to resolution within agreed SLAs.
• Investigate and resolve incidents and defects, aiming for first-time resolution, and perform first-line remediation such as user creation and password resets.
• Collaborate with other support tiers and coordinate with other support desks or application management teams; escalate and re-prioritise tickets based on customer requests or possible SLA violations.
• Resolve tickets with final resolution statements in English and create standard responses in English.
• Create and update problem records and knowledge management articles in English, and handle incident, problem, configuration and knowledge management processes.
• Support customers in monitoring technical operations and performance, and administer application accounts, users and security.
• Monitor application performance, run health checks, update and patch applications, modules and interfaces, record configuration changes, and identify security issues to improve policies and measures.
• Ensure application availability and reliability according to customer SLAs, and escalate application problems as needed.

Required profile

• Bachelor's degree in Computer Science, Engineering or a related field.
• Expert knowledge of utility software applications.
• Strong verbal and written communication skills, able to explain technical information to diverse audiences.
• Ability to work autonomously and collaboratively in a team, with a proactive, service-oriented approach to customer needs.
• Experience with ticketing systems such as ServiceNow, Maximo or Remedy.
• Knowledge of ITIL principles.
• Multilingual skills are advantageous, with native English proficiency.
• Attention to detail, fast learner, and ability to handle sensitive and confidential information.