Technical Support

Pin Point Recruitment; Killingworth Village; On-site; GBP 28,000 - 38,000; Full time

Job summary

GATEX is seeking a Technical Product Advisor to join its engineering and manufacturing team in the UK. The role focuses on practical technical knowledge, helping customers understand product operation, and solving problems with a calm, clear communication style.

Experience in electronics or related technical roles is valued, with training provided. The position emphasizes hardware engineering products rather than IT software support, and involves collaboration with engineering, quality, and

Qualifications

• You will provide product guidance and technical help to customers, developing the knowledge and confidence to answer queries and explain technical information clearly.

Responsibilities

• Provide first-line and technical support to alarm installers via phone, email, and ticketing system.
• Diagnose and troubleshoot faults related to alarm systems, communications, sensors, panels, and accessories.
• Support alarm installers with configuration guidance, installation best practices, and commissioning checks.
• Interpret technical documentation (user manuals, installation guides, wiring diagrams, firmware notes).
• Escalate complex issues to engineering/product teams with clear evidence, logs, and reproduction steps.
• Maintain accurate case notes, update troubleshooting steps, and document resolutions.
• Monitor incoming support requests and prioritise based on urgency and impact to live installations.
• Assist with remote diagnostics and verification where applicable.
• Support continuous improvement by contributing to knowledge base articles and training materials.

Skills

Technical knowledge

Customer support

Troubleshooting

Alarm systems

Job description

Technical Product Advisor

Role Overview

We are recruiting for a Technical Product Advisor to join an established engineering and manufacturing business.

This is an excellent opportunity for someone with a practical technical background who enjoys problem solving, learning how products work and explaining things clearly to others.

You do not need to be an experienced engineer and previous technical support experience is not essential. We are particularly interested in people who may currently work in electronics or electrical assembly, testing, production, manufacturing, junior technician or other practical technical roles and would like to move into a more customer-focused position with structured training and development.

This is a hardware and engineering product role rather than IT or software support.

You will join a friendly and collaborative team with strong staff retention, structured training and the opportunity to build specialist product knowledge.

Key Responsibilities

• Provide first-line and technical support to alarm installers via phone, email, and ticketing system.
• Diagnose and troubleshoot faults related to alarm systems, communications, sensors, panels, and accessories.
• Support alarm installers with configuration guidance, installation best practices, and commissioning checks.
• Interpret technical documentation (user manuals, installation guides, wiring diagrams, firmware notes).
• Escalate complex issues to engineering/product teams with clear evidence, logs, and reproduction steps.
• Maintain accurate case notes, update troubleshooting steps, and document resolutions.
• Monitor incoming support requests and prioritise based on urgency and impact to live installations.
• Assist with remote diagnostics and verification where applicable.
• Support continuous improvement by contributing to knowledge base articles and training materials.

Skills and Experience

You will provide product guidance and technical help to customers, developing the knowledge and confidence to answer queries and explain technical information clearly.

Your responsibilities will include:

• Responding to customer product queries by telephone and email
• Helping customers understand how products work and how best to use them
• Explaining technical instructions clearly and calmly
• Developing detailed product knowledge through structured training
• Helping identify and resolve straightforward technical issues
• Delivering product training both virtually and face-to-face as your knowledge develops
• Working closely with colleagues across engineering, quality, commercial and product teams
• Supporting the preparation of technical and customer information
• Building strong relationships with customers and providing a high standard of service

Background

We are looking for someone with the right technical aptitude and communication style, rather than someone who has already done this exact job.

You may have experience in:

• Electrical assembly
• Product testing or inspection
• Manufacturing or production engineering
• Junior technician or engineering technician work
• Electrical/electronic servicing
• Practical engineering gained through an apprenticeship or technical qualification
• Another hands-on technical environment

You should also have:

A natural interest in how products and systems work

Good practical problem-solving skills

A logical and methodical approach

The ability to learn technical information

Clear verbal and written communication skills

The ability to explain instructions simply

A calm and patient manner

Confidence dealing with customers

A collaborative approach to working with colleagues

How to Apply

Submit CV and covering information detailing technical support experience and alarm/installation support background.

GATEX