OpenSpace

Sr. Technical Customer Success Engineer

OpenSpace

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 appl...