Technical Support Engineer - Customer-Focused Remote Role

About the Role

We are seeking a Technical Support Engineer to join our team in a remote capacity. This role is crucial as you will be the front line of technical support, assisting customers, dealers, and partners with fire suppression products. Your expertise will ensure compliance with product design, warranty requirements, and NFPA fire safety codes.

What You'll Do

• Serve as the first point of contact for inbound technical support calls, providing real-time guidance to Fire Equipment Dealers (FEDs).
• Interpret and apply product specifications and NFPA fire safety codes to resolve field questions effectively.
• Document customer interactions and technical issues using internal systems and AI-supported tools.
• Support OEMs by answering specification and configuration questions, acting as a technical advisor during design phases.
• Coordinate with production and planning on lead times and part availability, supporting internal reporting related to customer activity.
• Assist sales reps by providing technical guidance for their FED and OEM partners.
• Occasional travel to trade shows or customer sites, although most support will be delivered remotely.
• Participate in cross-functional meetings with engineering, manufacturing, and planning teams.

Requirements

• Bachelor’s degree in Engineering or equivalent technical discipline.
• 2+ years of technical support or customer-facing engineering experience.
• Strong ability to explain technical concepts clearly to non-engineers.
• Calm, confident communicator who can handle high-stakes questions.
• Detail-oriented, organized, and comfortable multitasking in a fast-paced environment.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Access).

Nice to Have

• Experience with fire suppression systems or regulated technical products.
• Familiarity with NFPA guidelines or similar compliance-driven environments.
• Experience using Microsoft Dynamics 365 or similar ERP/CRM systems.

What We Offer

• Competitive salary with opportunities for advancement.
• Comprehensive relocation support for the right candidate.
• Flexible hours to accommodate work-life balance.
• A supportive team environment with a focus on employee longevity.
• Opportunities for professional development and growth.