Software IT Support Engineer

Rapiscan Systems is an industry leader in detection technology, providing cargo and vehicle inspection systems and services for ports, borders, military, high-threat facilities, and checkpoints to help customers combat terrorism, drug smuggling, illegal immigration, and trade fraud. We offer a broad array of scanning system configurations that leverage low-, medium-, and high-energy X-ray technology—or multiple X-ray technologies—to address each customer’s unique security application requirements.

Role Overview

As a Software & I.T Support Engineer you will reside in the KSA, based in Rapiscan’s Riyadh offices. Rapiscan have a growing fleet of X-ray systems deployed throughout the Kingdom. The systems have complex software and IT systems that require expert troubleshooting, diagnostics, maintenance and patching.

Working with UK and US teams you will work to diagnose and remediate I.T and software Issues, configure software & I.T. systems to integrate with customer networks solutions.

The primary function of this position is to act as the main point of contact for all Cargo service Software and IT related queries within the Kingdom.

The scope of this position includes hardware, network, software configuration, and documentation, , in support of the ongoing health and maintenance of all systems om country. The candidate will work alongside the Cargo service teams, Cargo Engineering Software Team, Cargo product support engineers and Cyber Security.

Role Responsibilities

• IT Systems Support:
• Troubleshoot and resolve IT and hardware issues.
• Support network connectivity in collaboration with customer IT teams.
• Provide 2nd/3rd line support for IT systems.
• Software Systems Support:
• Diagnose software issues, collect logs, and perform initial triage.
• Coordinate with software engineering teams to identify root causes.
• Install and validate new software releases.
• Capture and escalate customer feedback.
• Provide 2nd/3rd line support for software systems.
• Patch Management & System Upgrades:
• Validate and install patches across deployed systems.
• Support field service teams with patching and upgrades.
• Assist with configuration and deployment of system upgrades.
• General Responsibilities:
• Report status and updates to leadership as required.
• Uphold company values: Integrity, Innovation, Accountability, Teamwork.
• Follow Rapiscan’s Code of Ethics.
• Report quality issues to management for corrective action.

Candidate Requirements

• 5+ years of IT and software support experience.
• Strong experience with Windows OS (server & workstation) and Active Directory.
• Experience configuring and troubleshooting Active Directory.
• Knowledge of virtualization platforms (Hyper‑V, VMware preferred).
• Strong networking knowledge: VLAN, VPN, Firewalls.
• Software troubleshooting and diagnostics at 2nd/3rd line.
• Experience working across global teams/time zones.
• Ability to live and work in KSA.
• Willingness to travel domestically; some international travel possible.