Technical Support Engineer

About AFAQY

AFAQY is a leading IT and IoT solutions provider in Saudi Arabia and the wider MENA region, specializing in fleet management, GPS tracking, and telematics solutions that help organizations automate workflows, optimize operations, and enhance customer experience. Since 2005, AFAQY has partnered with major global technology and IoT brands, building long-term trust with local and regional clients across sectors such as transportation, logistics, construction, and telecommunications. With operations in KSA, Egypt, Oman, and Qatar, AFAQY is guided by core principles of value for money, safe yet simple solutions, and sustainable practices that balance the needs of people, businesses, and the planet.

Role Description

This is a full-time, on-site role based in Dammam, Eastern Province. The After-Sales Technical Support Engineer will act as the technical point of contact for clients after solution delivery, ensuring that fleet management and IoT solutions continue to operate reliably and that clients receive a consistently high standard of service.

Day-to-day responsibilities include:

• Providing technical support to clients on fleet management platforms, GPS tracking devices, sensors, and connected accessories through calls, emails, online meetings, and on-site visits.
• Diagnosing and resolving hardware, connectivity, and platform-related issues, escalating complex cases to the relevant internal teams and following up until full closure.
• Supporting regulatory compliance activities, including vehicle registration and linking on government platforms such as WASL, and helping client fleets remain compliant.
• Conducting client site visits for troubleshooting, installation follow-up, user training, and periodic account reviews.
• Managing support requests, tasks, and service activities through CRM and ticketing systems while maintaining accurate, up-to-date records.
• Coordinating closely with Sales, Operations, and other internal departments to ensure timely resolution and smooth handovers.
• Adhering to SLA response and resolution standards and contributing to periodic service and performance reports.
• Supporting device upgrade and migration initiatives, as well as proactive account health checks.
• Contributing to the continuous improvement of support processes, documentation, and overall client experience.