Senior Technical Support Engineer📣 إعلان

About Invixium and the Role

Invixium, a global leader in biometric access control, workforce and visitor management, and RTLS worker safety solutions, is seeking a Senior Technical Support Engineer. This permanent, full-time position is based in Riyadh, Saudi Arabia, and reports to the Manager, Technical Services. The role requires a hands-on professional capable of making sound technical decisions, building strong customer relationships, mentoring team members, and coordinating effectively with global teams.

Key Responsibilities

• Serve as the regional technical owner for assigned customers and key accounts, maintaining a clear understanding of their systems, integrations, and operational requirements.
• Provide remote and onsite technical support to customers, partners, and system integrators across Saudi Arabia.
• Manage complex customer issues and critical escalations from end-to-end, ensuring timely resolution and clear communication to stakeholders.
• Troubleshoot and isolate issues across biometric devices, hardware, enterprise applications, Windows Server, SQL databases, TCP/IP networks, APIs, integrations, and third-party systems.
• Perform root-cause analysis, identify recurring issues, and collaborate with Engineering, Quality, and Production teams to implement corrective actions.
• Maintain an orderly workflow based on customer impact, priorities, SLAs, and agreed service commitments.
• Keep accurate records of customer issues, technical findings, and onsite activities through effective use of Salesforce, ERP, RMA processes, and other support tools.
• Support installations, configurations, upgrades, integrations, deployments, acceptance testing, and customer go-live activities.
• Convert resolved issues and lessons learned into troubleshooting guides, technical notes, service reports, standard procedures, and knowledge-based articles.
• Utilize approved AI tools for technical research, log analysis, troubleshooting, and documentation, ensuring validation of outputs and protection of confidential information.
• Mentor team members, review complex cases, and provide technical guidance to improve troubleshooting capability and first-time resolution.
• Deliver onsite and remote technical training to customers, partners, and system integrators on product installation, configuration, integration, and troubleshooting.
• Travel within Saudi Arabia for customer support, deployments, training, and escalation activities when required.

Required Qualifications and Experience

• Bachelor’s or master’s degree in Electrical, Electronics, Telecommunication, Computer Science, Information Technology, or a related field.
• 7–10 years of experience in Technical Support, Technical Services, or aftermarket support.
• At least 5 years of recent hands-on experience supporting access control, biometric, physical security, or workforce management solutions.
• Proven experience independently supporting key accounts, enterprise customers, and business-critical systems.
• Strong hands-on experience troubleshooting and isolating issues across hardware, enterprise applications, Windows Server, SQL databases, TCP/IP networks, APIs, integrations, and third-party systems.
• Proven experience managing complex technical issues, customer escalations, root-cause analysis, and corrective actions.
• Demonstrated ability to create troubleshooting guides, technical documentation, root-cause analysis reports, and knowledge-based content.
• Experience mentoring team members and providing technical guidance on complex issues.
• Experience using AI-assisted tools to improve troubleshooting, research, documentation, and productivity is an advantage.

Essential Skills and Attributes

• Ability to operate independently, manage multiple priorities, and coordinate effectively with customers and global teams.
• Excellent written and verbal communication skills in English and Arabic, with the ability to lead customer discussions, manage escalations, and prepare clear technical reports.
• Customer-focused mindset with a strong sense of ownership, urgency, and accountability.

Working at Invixium

Invixium offers a transparent work environment with competitive salaries and health benefits. Employees are part of a team surrounded by creative, empowered, and energetic individuals. As the company scales, there are opportunities for employees to grow professionally.

About Invixium

Headquartered in Toronto, Canada, Invixium maintains a strong global presence across the Middle East, USA, India, Latin America, Africa, and the UK. The company designs and manufactures biometric and RTLS connected worker solutions that enhance security, productivity, and safety across various industries, enterprises, and critical infrastructure. Invixium utilizes advanced biometrics for access control, workforce and visitor management, and its RTLS solution to empower businesses with data-driven decision-making, delivering real-time visibility, efficiency, security, safety monitoring, and actionable insights. Invixium solutions are trusted by major industrial worksites, global enterprises, and several Fortune 500 companies.