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 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.

Why Join Us?

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.

WHO IS GILBARCO VEEDER-ROOT

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.

WHO IS VONTIER
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 www.vontier.com

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!

Remote Automation Support Specialist