Technical Support Engineer

OVERVIEW

Our client is a financially stable, global leader in fire suppression products who believes in employee longevity and promotes from within. The culture is centered around teamwork, accountability and supporting each other and because they provide many opportunities for advancement, the average tenure is high.

THIS ROLE IS PRODUCT INSTALLATION and TROUBLESHOOTING on the phone and IS NOT IT TECHNICAL COMPUTER SUPPORT.

This role is an early-career opportunity and is an in-office role (Monday–Friday) with flexible hours (7–4 or 8–5). Some relocation assistance can be provided for the right candidate, but 100% in person is a requirement.

This role is the front line of technical truth. The Technical Support Engineer serves as the primary technical support resource for customers, dealers, OEM partners, and internal teams—making sure every answer, recommendation, and solution stays compliant with product design, warranty requirements, and NFPA fire safety codes.

Reporting to the Product Director, this role sits on the Sales & Marketing team but functions as a technical support hub, bridging customers, engineering, manufacturing, and operations. About 75% of the role is phone-based technical support, with the remainder supporting internal coordination, reporting, and limited travel.

WHAT YOU’LL DO

Technical Customer Support (Primary Focus – ~75%)

• Serve as the first point of contact for inbound technical support calls.
• Provide real-time guidance to Fire Equipment Dealers (FEDs) installing and servicing kitchen and industrial suppression systems.
• Interpret and apply product specifications, installation requirements, and NFPA fire safety codes to resolve field questions.
• Deliver clear, compliant solutions—even when the answer isn’t what the customer wants to hear.
• Document customer interactions, technical issues, and resolutions using internal systems and AI-supported tools.

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OEM & Partner Support

• Support hood and kitchen equipment OEMs by answering specification and configuration questions.
• Collaborate with external design engineers to ensure suppression systems are properly integrated into equipment designs.
• Act as a technical advisor during design and pre-installation phases.

Internal Collaboration & Support (~10%)

• Act as a liaison between customers, engineering, manufacturing, and operations.
• Coordinate with production and planning on lead times, part availability, and inventory-related questions.
• Support internal reporting (weekly, quarterly, annual) related to customer activity and technical trends.

Sales & Marketing Support

• Assist sales reps by providing technical guidance for their FED and OEM partners.
• Support creation and updates of technical literature, specification sheets, and product documentation.
• Communicate product updates, changes, or new releases to internal and external stakeholders.

Travel (~10%)

• Occasional travel to trade shows or customer sites (e.g., dealer or chain installs).
• Travel is limited and intentional; most support is delivered remotely.

Other Duties

• Support field rework campaigns as needed.
• Participate in cross-functional meetings with engineering, manufacturing, and planning teams.
• Other duties as required.

WHAT MAKES YOU A FIT

Required

• Bachelor’s degree in Engineering (or equivalent technical discipline).
• 2+ years of technical support, customer-facing engineering, or related experience.
• Strong ability to explain technical concepts clearly to non-engineers.
• Calm, confident communicator who can handle high-stakes, code-driven questions.
• Strong analytical and problem-solving skills.

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• Ability to read and interpret engineering drawings and technical documentation.
• Detail-oriented, organized, and comfortable multitasking in a fast-paced environment.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Access).

Preferred

• Experience with fire suppression systems, life safety systems, or regulated technical products.
• Familiarity with NFPA guidelines or similar compliance-driven environments.
• Experience using Microsoft Dynamics 365 (D-365) or similar ERP/CRM systems.
• Project coordination or light project management experience.

THE REALITY CHECK (AKA WHO THRIVES HERE)

• You like being the technical authority, not a salesperson.
• You’re comfortable saying, “Here’s what the spec allows—and here’s why.”
• You enjoy solving problems over the phone and guiding people to compliant solutions.
• You value structure, standards, and accuracy over “winging it.”
• You want stability, teamwork, and a role where your brain actually gets used.