Job Description

Roles & Responsibilities

Job Title: Customer Success Engineer Location: Amman, Jordan Job Type: Full-time About the Job: We're looking for a Customer Success Engineer to become the single named point of contact for a portfolio of brokerage, banking, and financial institution clients. This is not a ticket-closing job. You'll own real client relationships, and your success is measured by how satisfied your clients are, not by how fast you close tickets. The role needs genuine technical depth. You'll triage, investigate, and resolve issues spanning SQL databases, Windows server environments, network communication, and our ZAG Core trading platform. And it needs a customer-success mindset: you build trust, communicate proactively, and grow with the role as our team evolves into a full customer-success function.

Key Responsibilities:

• Technical resolution
• Triage and classify incoming tickets accurately using an objective impact matrix.
• Troubleshoot and resolve issues across the ZAG Core trading platform, including server-to-server communication, system integrations, SQL/T-SQL databases, and Windows server environments.
• Investigate access control issues between virtual networks and secure systems; support encryption and secure communications configurations.
• Assist in system integrations and deployments, and document troubleshooting steps in the shared knowledge base.
• Escalate to engineering when needed while remaining the ticket owner throughout. Escalation transfers the work, not the accountability.
• Keep your clients informed with regular, structured updates at every stage, even when there's nothing new to report.
• Close every ticket completely and correctly. Quality matters more than speed.
• Customer success & relationship management
• Own the end-to-end relationship for your named client accounts. You are the face of our company to these clients.
• Run regular cadence calls with each client to review open items, share platform updates, and align on expectations.
• Monitor client health: backlog age, reopen rates, and sentiment signals. Raise concerns before they become escalations.
• Drive client retention through consistent, visible value.

Desired Candidate Profile

What We re Looking For:

• Required:
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 2 - 5 years of experience in Technical Support, Application Support, or a similar customer-facing technical role.
• Strong understanding of Windows OS, system administration, and server configuration.
• Hands-on experience with SQL / T-SQL databases, query writing, and performance troubleshooting.
• Solid grasp of computer science fundamentals: data structures, algorithms, operating systems, and software design.
• Excellent technical problem-solving skills combined with clear, professional written and verbal communication.
• Preferred:
• Familiarity with front-end technologies: PHP, JavaScript, jQuery, Angular, CSS,HTML5, Bootstrap.
• Experience in the fintech, brokerage, or financial services sector.
• Prior exposure to trading platforms, order management systems (OMS), or capital markets back-office systems.