Senior Technical Support Engineer

Senior Technical Support EngineerRIYADH, SAUDI ARABIA | TECHNICAL SUPPORT | FULL TIMEInvixium is a global leader in biometric access control, workforce and visitor management, along with RTLS worker safety and tracking solutions. With a strong presence across multiple continents, we design and manufacture rugged, innovative solutions for enterprise, industrial, and critical infrastructure markets, helping businesses of all sizes become more secure, productive, and efficient.Invixium is seeking a skilled and detail-oriented Senior Technical Support Engineer to join our Technical Services team. This permanent, full-time position is located in Riyadh, reporting to the Manager, Technical Services. This role requires a hands-on professional who can make sound technical decisions, build strong customer relationships, mentor team members, develop reusable technical knowledge, and coordinate effectively with global teams. The successful candidate will have proven hands-on experience in the access control, biometrics, or physical security industry, along with excellent communication skills in English and Arabic.RESPONSIBILITIESServe as the regional technical owner for assigned customers and key accounts, build strong relationships, and maintain a clear understanding of their systems, integrations, operational requirements, open risks, and support historyProvide remote and onsite technical support to customers, partners, and system integrators across Saudi ArabiaTake end-to-end ownership of complex customer issues and critical escalations, ensuring timely resolution and clear updates to customers, management, and internal stakeholdersTroubleshoot and isolate issues across biometric devices, hardware, enterprise applications, Windows Server, SQL databases, TCP/IP networks, APIs, integrations, and third-party systemsPerform root-cause analysis, identify recurring issues, and work closely with Engineering, Quality and Production teams to implement corrective actions and improve product qualityMaintain an orderly workflow based on customer impact, priorities, SLAs, and agreed service commitmentsKeep accurate records of customer issues, technical findings, onsite activities, and discussions through effective use of Salesforce, ERP, RMA processes, and other support toolsSupport installations, configurations, upgrades, integrations, deployments, acceptance testing, and customer go-live activitiesConvert resolved issues and lessons learned into troubleshooting guides, technical notes, service reports, standard procedures, and knowledge-based articlesUse approved AI tools to support technical research, log analysis, troubleshooting, and documentation while validating outputs and protecting confidential informationMentor team members, review complex cases and provide technical guidance to improve troubleshooting capability and first-time resolutionDevelop and deliver onsite and remote technical training to customers, partners and system integrators on product installation, configuration, integration, and troubleshootingTravel within Saudi Arabia for customer support, deployments, training, and escalation activities when requiredQUALIFICATIONS AND EXPERIENCEBachelor’s or master’s degree in Electrical, Electronics, Telecommunication, Computer Science, Information Technology, or a related field7–10 years of experience in Technical Support, Technical Services, or aftermarket support, including at least 5 years of recent hands-on experience supporting access control, biometric, physical security, or workforce management solutionsProven experience independently supporting key accounts, enterprise customers, and business-critical systemsStrong hands-on experience troubleshooting and isolating issues across hardware, enterprise applications, Windows Server, SQL databases, TCP/IP networks, APIs, integrations, and third-party systemsProven experience managing complex technical issues, customer escalations, root-cause analysis, and corrective actionsProven ability to create troubleshooting guides, technical documentation, root-cause analysis reports, and knowledge-based contentExperience mentoring team members and providing technical guidance on complex issuesExperience using AI-assisted tools to improve troubleshooting, research, documentation, and productivity is an advantageAble to operate independently, manage multiple priorities, and coordinate effectively with customers and global teamsExcellent written and verbal communication skills in English and Arabic, with the ability to lead customer discussions, manage escalations, and prepare clear technical reportsCustomer-focused mindset with a strong sense of ownership, urgency, and accountabilityWhy Join Invixium?We promise transparency, competitive salaries, health benefits, and an office environment where employees are surrounded by creative, empowered, and highly energetic people. It’s a perfect time to join us. As we scale to the next level as a company, we are excited to see our employees grow with us.More About UsHeadquartered in Toronto, Canada, with a strong global presence across the Middle East, USA, India, Latin America, Africa, and the UK, Invixium is a leading designer and manufacturer of biometric and RTLS connected worker solutions that enhance security, productivity, and safety across industries, enterprises, and critical infrastructure. By utilizing advanced biometrics for access control, workforce and visitor management, and its RTLS solution, Invixium empowers businesses with data-driven decision-making and delivers real-time visibility, efficiency, security, safety monitoring, and actionable insights. Trusted by and deployed across major industrial worksites, global enterprises, and several Fortune 500 companies, Invixium strives to provide industry-leading solutions that are visually stunning, intuitive for ease of use, and install. For more information, visit invixium.com.