Technical Support Specialist – Fire Detection (Remote)

About the role

The Technical Support Specialist provides high‑quality remote assistance, product expertise, and training for fire detection systems across assigned markets. Working closely with sales, engineering, and product teams, the specialist ensures system performance, customer satisfaction, and capability development within the partner network.

Key responsibilities

• Deliver remote technical support via phone, email and online platforms to customers, distributors and internal teams.
• Diagnose, troubleshoot and resolve issues on fire detection and addressable fire alarm systems.
• Support system commissioning, configuration, fault finding and case management.
• Escalate complex problems to global product and engineering teams.
• Maintain up‑to‑date knowledge of product ranges, standards and technical documentation.
• Provide technical guidance on system design, application and compliance.
• Develop and deliver virtual and in‑person training for customers, partners and internal stakeholders.
• Build strong relationships with channel partners, integrators and end users, offering post‑sales support.
• Occasionally travel for training delivery, customer support and internal collaboration.

Required profile

• Experience in the fire detection or fire alarm industry, including technical support, commissioning or system engineering.
• Degree or diploma in Electrical/Electronic Engineering or a related technical discipline.
• Strong problem‑solving, analytical abilities and capacity to work independently in a remote environment.

Required skills

• In‑depth knowledge of fire detection and addressable fire alarm systems.
• Proficiency with system configuration tools and diagnostic processes.
• Ability to interpret technical drawings, cause‑and‑effect programming and system architecture.
• Competency in Microsoft Office and standard business applications.