• Serve as L1/L2 point of contact via ticketing system, email, phone, and chat for telematics/GPS/IVMS issues.
• Diagnose and resolve hardware, and connectivity issues in coordination with operation team.
• Configure and provision devices and assets (IMEI/SN mapping, firmware updates, parameter settings, geofences, alerts, user roles).
• Handle customer queries via phone, email, or ticketing system.
• Guide customers through installation checks and best practices; coordinate with field installers for RMA or onsite fixes.
• Investigate data quality issues (GPS drift, no-fix, harsh event spikes, odometer mismatch) and perform root-cause analysis.
• Deliver client training and onboarding for tracking software.
• Monitor device data, GPS accuracy, and platform uptime.
• Coordinate with installers and field teams for on-site issues.
• Document issues, resolutions, and maintain support reports.

Desired Candidate Profile

• Knowledge of devices such as Teltonika, Queclink, Concox, or Ruptela.
• Understanding of GPRS/LTE, IP/Port, SIM/APN, CAN/FMS data.
• Exposure to CAN bus/FMS/J1939, fuel level calibration, DTCs, immobilizer/relay wiring.
• Experience with tracking platforms.
• Strong communication & customer service skills (English essential; Arabic a plus).
• Basic knowledge of API testing, JSON logs, or Postman preferred.
• Knowledge of Oman IVMS compliance and local regulations.
• Familiarity with fuel/temperature sensors, ADAS/DMS, or MDVR systems.
• Basic scripting (Python, SQL) or report generation skills.