Senior Technical Support Engineer
RIYADH, SAUDI ARABIA | TECHNICAL SUPPORT | FULL TIME
Invixium 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.
RESPONSIBILITIES
- Serve 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 history
- Provide remote and onsite technical support to customers, partners, and system integrators across Saudi Arabia
- Take end-to-end ownership of complex customer issues and critical escalations, ensuring timely resolution and clear updates to customers, management, and internal 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 work closely with Engineering, Quality and Production teams to implement corrective actions and improve product quality
- Maintain an orderly workflow based on customer impact, priorities, SLAs, and agreed service commitments
- Keep accurate records of customer issues, technical findings, onsite activities, and discussions 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
- Use approved AI tools to support technical research, log analysis, troubleshooting, and documentation while validating outputs and protecting confidential information
- Mentor team members, review complex cases and provide technical guidance to improve troubleshooting capability and first-time resolution
- Develop and 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
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, including 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
- Proven 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
- Able 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
Why 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 Us
Headquartered 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.
