Technical Support Engineer – UL Fire Detection Products

Johnson Controls; Dubai; On-site; AED 100,000 - 130,000; Full time

Job summary

A leading fire safety company is seeking a Technical Support Engineer in Dubai. The role involves providing technical assistance for UL-listed fire detection products, supporting installation teams, and ensuring compliance with regional regulations. Ideal candidates will have a Bachelor's degree in related fields, 3-5+ years experience in fire systems, and excellent troubleshooting skills. Responsibilities include delivering training and maintaining high customer satisfaction standards.

Qualifications

• 3–5+ years of experience in fire detection systems, preferably UL-listed systems.
• Strong understanding of fire alarm network architecture and life-safety system principles.
• Hands-on experience with commissioning and troubleshooting fire detection systems.

Responsibilities

• Provide remote and onsite technical support for UL fire detection panels and systems.
• Diagnose hardware, software, and network-related issues.
• Deliver technical training to distributors and partners.

Skills

Technical support

Troubleshooting

Commissioning

Customer service

Fire alarm systems knowledge

Education

Bachelor’s degree in Electrical Engineering, Electronics, Mechatronics, or related field

Job description

What you will बताया</h3>

The Technical Support Engineer provides advanced technical assistance for Johnson Controls’ UL‑listed fire detection products across the Middle East region. The role supports partners, installers, service teams, and end customers through troubleshooting, commissioning support, product expertise, and ensuring compliance with UL and local Civil Defense requirements. This position plays a key role in maintaining product reliability, customer satisfaction, and brand reputation.

How will you do

Technical Support & Troubleshooting

• Provide remote and onsite technical support for JCI UL fire detection panels, detectors, modules, and networked systems.
• Diagnose complex hardware, software, and network‑related issues, ensuring timely resolution.
• Support system commissioning, configuration, programming, cause‑and‑effect development, and integration with BMS and third‑party interfaces.
• Escalate critical issues to global support and R&D when required.

Product Expertise & Knowledge Management

• Serve as a subject matter expert for UL product lines (e.g., Zettler Profile, FireClass UL, Tyco UL detection portfolio).
• Maintain up‑to‑date knowledge of product releases, firmware updates, and configuration tools.
• Develop and update technical bulletins, troubleshooting ANG, FAQs, and application notes.

Training & Enablement

• Deliver technical training to distributors, partners, JCI field teams, and key customers.
• Support certification programmes for installers and maintenance teams.
• Conduct workshops, demonstrations, and product seminars across the Middle East.

Compliance & Documentation

• Ensure system designs and configurations comply with UL standards and local authority requirements (Dubai Civil Defense, Abu Dhabi Civil Defense, etc.).
• Review design submittals, wiring diagrams, and cause‑and‑effect matrices.
• Prepare detailed technical reports and failure analysis documentation.

Field Support & Site Engagement

• Provide onsite supportUnable major project installations, acceptance testing, and troubleshooting.
• Assist sales and project teams with technical evaluations, product selection, and solution design.
• Participate in customer meetings to resolve technical concerns.

Continuous Improvement

• Gather field feedback and communicate product performance issues to engineering teams.
• Recommend enhancements to improve product reliability and customer experience.
• Contribute to knowledge‑base development to streamline future support.

What we look for

Required

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• Bachelor’s degree in Electrical Engineering, Electronics, Mechatronics, or related field.
• 3–5+ years of experience in fire detection systems, preferably UL‑listed systems.
• Strong understanding of fire alarm network architecture, loop design, and life‑safety system principles.
• Hands‑on experience with commissioning, programming, and troubleshooting fire detection systems.
• Familiarity with UL864, NFPA 72, and Middle East Civil Defense requirements.
• Excellent communication and customer‑facing skills.

Preferred

• Experience with Johnson Controls / Tyco / Zettler UL fire detection platforms.
• Knowledge of BMS integration protocols (Modbus, BACnet, OPC).
• Experience delivering technical training.
• Arabic language skills (optional but beneficial).