Fire Detection Technical Product Support Specialist - Remote

Overview

We are seeking a Technical Support Specialist to provide exceptional customer service and technical assistance to our North American clients in the Fire Detection industry.

In Short

• Provide product support to customers and sales teams.
• Troubleshoot and resolve technical issues.
• Respond to inquiries via phone, email, and chat.
• Document issues and solutions in Salesforce.
• Collaborate with cross-functional teams to improve support processes.
• Participate in training sessions on product updates.
• Support the full product range of JCI Global fire detection products.
• Site visits to installations when required.
• Escalate complex problems to higher-level support.
• Maintain articles in Salesforce.

Requirements

• Associate or Bachelor’s degree in electrical/electronics or relevant experience.
• Minimum 5+ years of technical support experience.
• Strong knowledge of operating systems and networking fundamentals.
• Familiarity with ticketing systems like Salesforce or Jira.
• Excellent communication and problem-solving skills.
• Ability to work independently and manage multiple priorities.
• Bilingual (English + French or Spanish) is a plus.
• Experience with cloud platforms (Azure, AWS, Google Cloud) is desired.
• Knowledge of cybersecurity basics is a plus.
• Customer-first mindset with patience and empathy.

Benefits

• Competitive salary range of $91,000 - $114,000.
• Comprehensive benefits package.
• Continuous professional development opportunities.
• Opportunity to work with a leading company in building intelligence.
• Support for work-life balance.