Technical Support Engineer for Sales Team

Kidde Global Solutions; Województwo pomorskie; On-site; PLN 127,172 - 211,954; Full time

Job summary

Kidde Global Solutions is seeking a Technical Support Engineer in Gdańsk, Poland to provide customer support for electronic security systems. This role includes answering technical questions via phone, email, and ticketing systems.

The ideal candidate will have relevant experience in the electronic security sector and professional experience with IP networking. You'll manage support requests, resolve technical issues, and maintain a high level of customer service.

Qualifications

• Experience in the electronic security sector focused on security solutions.
• Proficiency in IP networking.
• Familiarity with Microsoft Office and Windows environment.

Responsibilities

• Provide phone, email, and ticket support for electronic security products.
• Manage and prioritize customer support requests.
• Resolve complaints and technical issues with internal teams.
• Conduct site visits for product-related issues.
• Build a Knowledge Base of known applications.
• Translate technical documentation and provide technical training.

Skills

Relevant experience in the electronic security sector

Professional experience with IP networking

Good knowledge of Microsoft Office and the Windows environment

Knowledge of Kidde Global Solutions products

Patience, accuracy, and a focus on the goal

Job description

Technical Support Engineer for Sales Team

Job Description

We are looking for a Technical Support Engineer to provide answers and solutions for customers’ technical questions by phone, email, ticketing system, or directly. The role focuses on a wide range of electronic security systems, including Video Surveillance (CCTV), Intrusion detection, and Access Control products.

The Technical Support Engineer reports to the Technical Support Manager and is based in Gdańsk, Poland.

Key responsibilities

• Telephone, dial‑in and email support of electronic security products.
• Manage and prioritize support requests.
• Resolve complaints on time.
• Cross‑functional responsibility to resolve technical issues (software and hardware) with our Solution Lab departments and product management teams.
• Keep the technical support department’s test equipment up to date.
• Ensure a high level of service toward internal and external customers.
• Maintain a high level of product knowledge.
• Provide technical trainings.
• Ensure a professional communication flow with customers and with Solution Lab and PM teams.
• Provide support and customer satisfaction in line with ACE goals and improvements.
• Answer incoming questions within target time in a customer‑friendly way.
• Ensure the test location has an up‑to‑date product range.
• Build a Knowledge Base of known applications, release notes, service notes, FAQs and bug issues.
• Provide high‑level technical answers and solutions by phone, email, and site visits in a timely and correct manner.
• Evaluate incoming customer field reports (application issues versus product issues).
• Translate 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 in events/seminars to present and demonstrate products at a high level of professionalism.
• Validate specific solutions (performance, custom design).

Skills required

• Relevant experience in the electronic security sector, focused on security system solutions.
• Professional experience with IP networking.
• Good knowledge of Microsoft Office and the Windows environment.
• Knowledge of Kidde Global Solutions products is a plus.
• Patience, accuracy, and a focus on the goal.