Technical Support Engineer

We are looking for a Technical Support Engineer to provide answers and solutions to customers’ technical questions by phone, email, ticketing system, or directly. Ensure high-quality, professional service for a wide range of electronic security systems, including Video Surveillance (CCTV), intrusion detection and access control products.

Key Responsibilities

• Provide telephone, dial-in and email support for electronic security products.
• Manage and prioritize requests.
• Resolve complaints on time.
• Work cross-functionally with Solution Lab departments and product management teams to resolve software and hardware issues.
• Keep technical support test equipment up to date.
• Ensure a high level of service for internal and external customers.
• Maintain a high level of product knowledge.
• Provide technical training.
• Maintain professional communication with customers and internally with Solution Lab and product management teams.
• Provide support and customer satisfaction in line with ACE goals and improvements.

Objectives & Tasks

• Answer incoming questions within the defined target in a customer-friendly manner.
• Ensure the test location has an up-to-date product range.
• Build and maintain a knowledge base of known applications, release notes, service notes, FAQs and bug issues.
• Provide timely, accurate, high-level technical answers and solutions by phone, email and site visits.
• Evaluate customer field reports to distinguish application issues from product issues.
• Translate technical documentation.
• Provide expertise on complex application issues.
• Conduct site and customer visits for product-related issues.
• Recommend the best products for customer requirements.
• Support account managers with technical issues and at events and seminars, presenting and demonstrating products professionally.
• Conduct technical training for internal and external customers.
• Validate specific solutions, including performance and custom design.

Skills Required

• Relevant experience in the electronic security sector, focused on security system solutions.
• Professional IP networking experience.
• Good knowledge of Microsoft Office and the Microsoft Windows environment.
• Knowledge of relevant security products is an advantage.
• Patience, accuracy and goal focus.

We Offer

• Stable employment in a mature engineering environment.
• Opportunities for career growth and professional development.
• A culture encouraging independence, creativity and continuous learning.
• Competitive salary and benefits package:
  • Meal Vouchers
  • LuxMed Medical Insurance
  • MultiSport Card
  • IKE/IKZE Additional Pension Contribution