Automation Support Specialist

This is a fully remote position, open to applicants in Saudi Arabia.

📋 Description

• Deliver first-level technical assistance to customers and distributors throughout the region

• Address support inquiries through ticketing systems, email, and phone

• Investigate customer questions and propose effective solutions along with best practices

• Collect and analyze technical details for troubleshooting and resolving issues

• Remotely diagnose problems related to hardware, software, networks, and automation

• Resolve incidents or escalate more complex issues to higher tiers of support

• Collaborate with third-party service providers and internal teams to address customer concerns

• Monitor, manage, and communicate progress throughout the support lifecycle

• Maintain precise documentation, records, and closure notes

• Track service performance metrics related to response times, remote fix rates, first-time resolution, and SLA adherence

• Handle and follow up on warranty claims

• Generate regular status reports regarding warranty claims and support activities

• Contribute to the ongoing enhancement of support processes, knowledge sharing, and initiatives aimed at improving customer experience

• Assist with departmental projects and initiatives as assigned by the Remote Automation Support Manager

⛳️ Requirements

• A degree, diploma, or certification in Engineering or a related technical field

• Relevant fields include Electrical Engineering, Mechatronics Engineering, Mechanical Engineering, Software Engineering, Computer Engineering, Information Technology, or IT Infrastructure

• Experience in technical support, automation systems, hardware, software, or similar technology environments

• Strong analytical and problem-solving capabilities with the ability to troubleshoot issues remotely

• Excellent customer service skills and stakeholder management abilities

• Capacity to handle multiple priorities in a high-paced support setting

• Strong organizational skills and keen attention to detail

• Proficient in written and verbal communication in English

• Fluency in Arabic is required

• Up to 3 years of experience in Software, Hardware, Help Desk, Technical Support, or Automation Support settings is preferred

• Experience in providing support within production, industrial, or operational technology environments is preferred

• Familiarity with support ticketing systems, remote diagnostic tools, and service management processes is preferred

• Experience collaborating with third-party service providers and external partners is preferred

• Proven track record of delivering support services in accordance with defined Service Level Agreements (SLAs) is preferred

• Proficiency in French is highly beneficial

🏝️ Benefits

• Opportunities for personal growth

• Emphasis on work-life balance

• Collaborative and inclusive workplace culture

• Continuous learning and development opportunities

• Access to tools and support for professional advancement

• A dynamic and innovative working environment