Remote Automation Support Specialist (RASS)
Location: Riyadh, Saudi Arabia
Department: Remote Automation Support
Reporting to: Remote Automation Support Manager
Help Customers Stay Connected, Productive, and Operational
Are you passionate about technology, problem solving, and delivering outstanding customer support? We are looking for a Remote Automation Support Specialist (RASS) to join our growing team in Riyadh and play a key role in supporting customers and distributors across the region.
This position is ideal for a technically minded professional who enjoys diagnosing issues, providing remote support, and working directly with customers to keep critical automation systems operating at their best. You'll be the first point of contact for technical enquiries, ensuring issues are resolved efficiently while consistently meeting customer service and SLA commitments.
What You'll Be Doing
As a Remote Automation Support Specialist, you will:
Provide first-line technical support to customers and distributors across the region.
Respond to support requests via ticketing systems, email, and telephone.
Investigate customer enquiries and recommend effective solutions and best practices.
Gather and analyse technical information required for troubleshooting and issue resolution.
Diagnose hardware, software, network, and automation-related issues remotely.
Resolve incidents where possible or escalate complex issues to higher support levels when required.
Coordinate with third-party service providers and internal teams to ensure timely resolution of customer issues.
Track, manage, and communicate progress throughout the support lifecycle.
Maintain accurate documentation, records, and closure notes for all support activities.
Monitor service performance against key support metrics including response times, remote fix rates, first-time resolution, and SLA compliance.
Manage and follow up on warranty claims, ensuring timely communication between customers and manufacturing partners.
Produce regular status reports on warranty claims and support activities.
Contribute to the continuous improvement of support processes, knowledge sharing, and customer experience initiatives.
Support additional departmental projects and initiatives as assigned by the Remote Automation Support Manager.
What We're Looking For
Essential Qualifications
Degree, diploma, or certification in Engineering or a related technical discipline, including: Electrical Engineering
Mechatronics Engineering
Mechanical Engineering
Software Engineering
Computer Engineering
Information Technology
IT Infrastructure
Experience working with technical support, automation systems, hardware, software, or related technology environments.
Strong analytical and problem-solving skills with the ability to diagnose issues remotely.
Excellent customer service orientation and stakeholder management skills.
Ability to manage multiple priorities in a fast-paced support environment.
Strong organisational skills and attention to detail.
Preferred Experience
Up to 3 years' experience within a Software, Hardware, Help Desk, Technical Support, or Automation Support environment.
Experience supporting customers in production, industrial, or operational technology environments.
Knowledge of support ticketing systems, remote diagnostic tools, and service management processes.
Experience working with third-party service providers and external partners.
Proven ability to deliver support services against defined Service Level Agreements (SLAs).
Language Requirements
To effectively support a diverse customer base, candidates should possess:
Excellent written and verbal communication skills in English .
Fluency in Arabic .
French language skills would be highly advantageous.
What Success Looks Like
You will excel in this role if you:
Enjoy solving technical challenges and helping customers succeed.
Communicate clearly and confidently with both technical and non-technical stakeholders.
Take ownership of issues…