Duties and Responsibilities:- Troubleshoot and support customers experiencing product or application issues, ensuring timely diagnosis, clear communication, and effective resolution to maintain and restore system performance and customer confidence.
- Own pre-sales technical support, including opportunity qualification, solution design, and compliant technical responses for bids and RFIs.
- Provide technical demonstrations, and solution workshops, identifying technical aspects, product constraints, and provide clients with recommended next steps.
- Support customers and channel partners with application guidance, system design support, and structured or ad-hoc technical training.
- Develop, deliver and continuously improve technical training in collaboration with Sales and Marketing to strengthen product understanding and correct application
- Provide technical guidance to consultants, specifiers, and AHJs, supporting compliant specifications, correct system design, and approval positioning
- Maintain deep technical expertise across the FFE portfolio and relevant competitive solutions, able to clearly explain performance, limitations, and appropriate use cases.
- Capture and share structured technical, application, and market feedback to inform product development, technical documentation, and provide internal guidance
- Maintain accurate CRM records to support visibility of technical activity, customer engagement, and support outcomes.
- Maintain professional credibility through continuous technical development and participation in relevant industry bodies, forums, and events such as SFPE, AFAA, and NFPA.
- Model Behaviours based on our Company values: Customer Focus ~ Collaboration ~ Curiosity ~ Ownership
Skills and Experience:Highly desirable- Experience in technical support, applications engineering, or technical pre-sales within fire detection, life safety, or comparable engineered systems
- Strong ability to explain complex concepts clearly, providing practical application guidance and engineering rationale.
- Experience supporting technical solution qualification, ensuring correct product selection, application fit, and standards compliance.
- Strong written communication skills in order to produce clear proposals, technical responses, design notes, and customer correspondence.
- Confident presenter, comfortable engaging installers, consultants, end users, partners and internal teams with training, briefings, and design discussions.
- Strong planning, organisation, and follow-through, capable of managing multiple technical enquiries, projects, and support activities concurrently.
- Solid understanding of engineering principles and the ability to resolve customer issues through application support.
- Ability to live, work, and travel within the assigned territory without restriction, including site visits for technical support
- Ability to learn and work effectively with CRM, design tools, and technical support software to document activity and maintain traceability.
- Strong diagnostic and troubleshooting skills, combining knowledge, standards awareness, and clear communication to identify root causes and resolve product or application issues under customer pressure.
Desirable- Experience in the fire industry, particularly with engineered detection solutions such as ASD, beam, flame, linear heat, or special hazard systems.
- Knowledge of North American fire standards and market practices, including NFPA requirements, AHJ expectations, approvals, and compliance processes.
- Experience supporting channel-led environments, including technical assistance for distributors, integrators, and representatives.
- Awareness of market and application trends, with the ability to interpret customer feedback, competitor behaviour, and regional influences from a technical perspective.
Behaviours and Attitudes:- Technically grounded and commercially aware, with a strong focus on solution suitability, correct application, and long-term system performance.
- Strong customer support mindset: responsive, calm, and professional when handling issues, escalations, or high-pressure situations
- Detail-focused and disciplined, validates assumptions, applies standards correctly, documents decisions, and avoids speculation.
- Highly collaborative, working effectively with Head of Technical Support, Product Management, Engineering, and Sales teams to resolve issues and improve outcomes.
- Accountable for technical quality and support outcomes, owning issues from initial engagement through resolution and clean handover where required.
- Proactive and curious, identifies gaps in knowledge, tools, or documentation and works to improve training materials, guidance, or processes.
- Strong technical problem solver, structured, methodical, and resilient when faced with complex, novel, or ambiguous challenges
- Positive, professional, credible, and consistent in all customer, partner, and internal interactions.
- Self-motivated and reliable, able to work autonomously, prioritise effectively, and maintain focus on support responsibilities.
- Acts with integrity always and represents the business responsibly and professionally.
- Service-oriented and methodical, approaching issues with patience, structured troubleshooting, and a clear focus on restoring system performance and customer confidence
- #LI-JS9 #FFE
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
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