Technical Support Specialist

Key Responsibilities

Technical Support & Issue Resolution

• Provide remote technical support to customers, distributors, and internal teams via phone, email, and online platforms
• Diagnose, troubleshoot, and resolve technical issues on fire detection systems
• Support system commissioning, configuration, and fault finding activities
• Manage and track support cases, ensuring timely resolution and proper documentation
• Escalate complex technical issues to global product and engineering teams as required

Product Expertise & Technical Guidance

• Maintain in-depth knowledge of fire detection systems & fire alarm systems
• Provide technical guidance on system design, application, and compliance requirements
• Support sales teams with technical input during customer engagements and solution development
• Maintain awareness of product updates, technical documentation, and standards

Training & Capability Development

• Deliver technical training to customers, partners, and internal stakeholders
• Develop and maintain training materials, including presentations and technical documentation
• Support “train-the-trainer” initiatives to expand product knowledge within the region
• Conduct both virtual and in-person training sessions

Customer & Partner Support

• Build and maintain strong relationships with channel partners, integrators, and end users
• Provide ongoing post-sales support to ensure successful system operation
• Contribute to improving customer satisfaction and service delivery standards

Travel Requirements

• Occasional travel required for:
• Training delivery
• Customer support and troubleshooting
• Internal technical collaboration sessions

Qualifications & Experience

Required Experience

• Experience in the fire detection or fire alarm industry
• Proven experience in technical support, commissioning, or system engineering
• Experience supporting or working with addressable fire alarm systems

Technical Skills

• Strong understanding of fire detection systems, products, and applications
• Experience with system configuration tools and diagnostic processes
• Ability to interpret technical drawings, cause-and-effect programming, and system architecture
• Competency in Microsoft Office tools and standard business applications

Education

• Degree or Diploma in:
• Electrical Engineering
• Electronic Engineering
• Or related technical discipline

Core Competencies

• Strong problem-solving and analytical skills
• Ability to work independently in a remote environment
• Strong organizational skills and attention to detail
• Team-oriented mindset with the ability to collaborate across functions

Working Conditions

• Remote-based role, supporting multiple regions
• Flexible working hours may be required to support different time zones
• Occasional travel within the region and internationally

Key Performance Indicators

• Technical support response and resolution times
• Customer satisfaction and feedback scores
• Training delivery volume and effectiveness
• Reduction in repeat technical issues
• Contribution to sales support and partner enablement