Technical Support Engineer

We are looking for a Technical Support Engineer to provide answers and solutions for customer's technical questions by phone, email, ticketing system, or directly. Ensure a high and professional service to our customers in scope of wide range of electronic security systems including Video Surveillance (CCTV), Intrusion detection and Access Control products.

The Technical Support Engineer will report to the Technical Support Manager and will be based in Gdańsk, Poland.

Key responsibilities

Telephone, dial-in and email support of electronic security products

Manage and prioritize requests.

On time resolution of complaints.

Cross-functional responsibility to resolve technical issues (software and

hardware) with our Solution Lab departments and product management teams.

Keep the test equipment of the technical support department up to date.

Ensure a high level of service towards in- and external customers.

Maintain a high level of product knowledge.

Provide technical trainings

Ensure a good and professional communication flow with customers and

internally with Solution Lab and PM teams.

Provide support and customer's satisfaction in line with ACE goals and

improvements.

Objectives & tasks

Answer incoming questions within the set target in a customer friendly way.

Ensure the test location has an up-to-date product range.

Build up a Knowledge Base of known applications, release notes, service notes,

FAQ's and bug issues.

Provide technical high level answers and solutions for customer's questions by

phone, email, and site visit in a timely and correct manner.

Evaluate incoming reports from customers in the field (application issues vs

product issues).

Doing translations of technical documentation.

Provide expertise on complex application issues.

Conduct site and customer visits for product related issues.

Recommend the best products against customer requirements.

Support account managers in technical issues and events/seminars to present and demonstrate Kidde Global Solutions products on a high level of professional performance.

Conduct technical trainings for internal and external customers.

Validate specific solutions (performances, custom design).

Skills required

Relevant experience in the Electronic Security sector – focused on security systems solutions.

Professional experience of IP network.

Good knowledge of Microsoft Office and Microsoft Windows environment.

Knowledge of Kidde Global Solutions products is a plus.

Patience, accuracy, focus on the goal.