Remote Automation Support Specialist (RASS)

Riyadh, Riyadh Province, Saudi Arabia
Remote Automation Support Specialist (RASS)
Riyadh, Saudi Arabia Remote Automation Support 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.

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.

Degree, diploma, or certification in Engineering or a related technical discipline, including:
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.

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).

To effectively support a diverse customer base, candidates should possess:
Excellent written and verbal communication skills in .
would be highly advantageous.

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 through to resolution.
Thrive in a customer-focused environment where responsiveness and quality matter.
Are proactive, organised, and committed to continuous learning.
Work effectively both independently and as part of a collaborative team.

This is an exciting opportunity to be part of a team supporting advanced automation technologies across the region. You'll work with a diverse customer base, develop your technical expertise, and make a direct impact on customer satisfaction and operational performance.
If you're passionate about technology, customer success, and delivering world-class remote support, we'd love to hear from you. Apply today and help keep our customers running at their best.
Gilbarco Veeder-Root, a Vontier company, is the worldwide technology leader for retail and commercial fueling operations, offering the broadest range of integrated solutions from the forecourt to the convenience store and head office. For over 150 years, Gilbarco has earned the trust of its customers by providing long-term partnership, uncompromising support, and proven reliability. Major product lines include fuel dispensers, tank gauges and fleet management systems.
Vontier (NYSE: VNT) is a global technology company powering the way the world moves. We empower businesses in the transport sector to adapt to a fast-changing landscape by uniting productivity, automation and multi-energy technologies.
Our smart, connected solutions serve roadside convenience retail stores, fleet operators, and auto repair technicians. From integrated payments and EV charging software to carwash technology and retail automation, we help customers stay productive and prepared for a rapidly evolving industry.With decades of expertise and a balanced portfolio, Vontier enables businesses to navigate complexity, unlock growth, and build a cleaner, safer future. Driven by continuous improvement and the dedication of Team Vontier, we empower businesses to think bigger, act boldly, and thrive on the road ahead. Learn more at At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment. Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change. We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future.Join our community of passionate people working together to navigate challenges and seize new opportunities. At Vontier, you are not on this journey alone, we are committed to equipping you with the tools and support you need to fuel your innovation, lead with impact, and thrive both personally and professionally.Together, let’s power the way the world moves!
We give you the tools you need to discover your perfect job match, and the freedom and support to take your career to the next level.

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