Senior Technical Support Engineer

Overview

Invixium, a recognized global innovator in biometric access control, workforce and visitor management, and RTLS safety solutions, is seeking a committed Senior Technical Support Engineer to join its Riyadh office. This full-time, permanent role reports to the Manager of Technical Services and involves delivering expert technical support while fostering strong customer partnerships across Saudi Arabia.

Key Responsibilities

• Act as the regional technical lead for specific customers and key accounts, developing in-depth understanding of their systems, integrations, and support histories.
• Deliver both remote and onsite technical support to customers, partners, and system integrators throughout Saudi Arabia.
• Manage complex customer challenges and critical escalations, ensuring prompt resolution and consistent communication with all stakeholders.
• Troubleshoot and diagnose problems involving biometric hardware, enterprise software, Windows Server environments, SQL databases, TCP/IP networks, APIs, and third-party system integrations.
• Conduct root-cause analysis, collaborate with engineering and production teams to correct recurring issues, and enhance overall product quality.
• Prioritize workflows based on customer impact, SLAs, and agreed-upon service levels.
• Maintain detailed documentation of technical issues, onsite activities, customer interactions, and support processes using tools like Salesforce and ERP systems.
• Assist in system installations, configurations, upgrades, integrations, deployments, and customer acceptance testing.
• Develop and update technical resources such as troubleshooting guides, service reports, standard operating procedures, and knowledge base articles.
• Employ approved AI tools for research and technical documentation while ensuring data privacy and accuracy.
• Provide mentorship to team members by reviewing complex cases and enhancing troubleshooting skills for faster issue resolution.
• Conduct technical training sessions for customers, partners, and integrators on installation, configuration, and troubleshooting techniques.
• Travel within Saudi Arabia as necessary for support, deployments, training, and escalation interventions.

Qualifications and Experience

• Bachelor’s or Master’s degree in Electrical Engineering, Electronics, Telecommunication, Computer Science, Information Technology, or related fields.
• Between 7 and 10 years of professional experience in technical support or services, including a minimum of 5 years focused on access control, biometric systems, physical security, or workforce management solutions.
• Demonstrated expertise supporting key enterprise accounts and critical business systems independently.
• Strong hands-on skills in troubleshooting hardware, enterprise applications, Windows Server, SQL databases, network protocols, APIs, and third-party integrations.
• Proven ability to manage complex technical escalations, perform root-cause analysis, and implement corrective measures.
• Experience in creating comprehensive troubleshooting documentation and knowledge articles.
• Background in mentoring peers and guiding resolution of advanced technical issues.
• Familiarity with AI-assisted troubleshooting tools is a plus.
• Ability to work autonomously, handle multiple priorities, and communicate effectively with customers and global teams.
• Fluent in English and Arabic, both written and verbal, with strong skills in leading technical discussions and preparing clear reports.
• Customer-oriented with a strong commitment to ownership, urgency, and accountability.

Why Work at Invixium?

Invixium offers transparency, competitive compensation, comprehensive health benefits, and a dynamic work environment surrounded by innovative and motivated colleagues. Employees have excellent growth opportunities as the company expands globally.

Company Profile

Based in Toronto, Canada, Invixium operates globally, including regions like the Middle East, USA, India, Latin America, Africa, and the UK. The company specializes in biometric access control and RTLS connected worker solutions, enhancing security, productivity, and safety across industrial sectors, enterprises, and critical infrastructures. Trusted by major industrial sites and Fortune 500 companies, Invixium is known for its intuitive, high-quality solutions that empower clients with actionable insights and real-time monitoring.