Technical Support

Potter Global Technologies; Maryland Heights (MO); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Employee Ownership Program

401(k) with company match

Health, dental, and vision plans

Generous paid time off and holidays

Continuous learning and development

Job summary

Potter Global Technologies in St. Louis, MO is seeking a technically skilled Technical Support professional to guide customers and resolve hardware and software issues in fire alarm and sprinkler systems.

You will provide prompt, high-quality support across channels, develop accurate bulletins and data sheets, and grow product knowledge in our on-site training lab. This full-time role values integrity, clear communication, and a team-oriented mindset, with opportunities for professional

Qualifications

• 2–3 years of hands‑on experience in a technical support role or similar position, preferably in fire alarm or security systems
• Associate's or Bachelor's degree in Electrical Engineering, Electronics, or related field strongly preferred
• NICET Certification is highly desirable
• In-depth knowledge of fire alarm systems, hardware, software and networking components

Responsibilities

• Deliver prompt, high-quality technical support for fire alarm and sprinkler systems across multiple channels (phone, email, in-person)
• Diagnose and resolve complex hardware and software issues with precision
• Guide customers through advanced product applications, system configuration, programming, and operational inquiries
• Develop and maintain accurate support bulletins, data sheets, and battery calculator tables reflecting current product updates
• Continually expand product expertise through hands-on experience in our on-site training lab
• Stay current with industry standards and best practices related to fire alarm systems

Skills

Technical support

Customer communication

Microsoft Office

Education

Associate's or Bachelor's degree in Electrical Engineering, Electronics or related field

NICET Certification (desirable)

Tools

Microsoft Office

Job description

Join Us as Technical Support at Potter Global Technologies

At Potter Global Technologies, we’ve been protecting lives around the world for over 125 years—and we’re just getting started. We’re a global leader in life safety solutions, committed to saving lives through innovative technology and trusted partnerships.

Our vision is for our customers to know us globally as their innovative, easy-to-do-business-with, best-in-class life-safety product partner. And our mission? With a passion for creating safer environments worldwide, our mission is to provide our customers with a team of real people that connect them with reliable expertise in life safety applications.

If you're inspired by purpose, energized by collaboration, and thrive in an environment of feedback, ownership, and experimentation—you’ll feel at home here.

As Technical Support at Potter, you will serve as a vital resource for our customers providing expert guidance, resolving technical challenges, and empowering them with the knowledge they need to get the most out of Potter products and systems. You will directly impact customer success and satisfaction by ensuring Potter's products and systems are fully understood and optimally utilized. Your technical expertise will help customers solve real-world challenges, keeping people and properties safe. You will play a key role in strengthening Potter's reputation for world-class customer support. If you have strong technical skills, a collaborative mindset, and a desire to contribute to meaningful product advancements, this role could be perfect for you!

What You’ll Do

• Deliver prompt, high-quality technical support for fire alarm and sprinkler systems across multiple channels, including phone, email, and in-person interactions
• Diagnose and resolve complex hardware and software issues with precision, providing effective and lasting solutions
• Guide customers through advanced product applications, system configuration, programming, and operational inquiries
• Serve as a trusted resource for customers, addressing inquiries and concerns related to fire alarm and sprinkler systems while maintaining exceptional levels of customer satisfaction
• Empower customers by walking them through system setup, testing, and maintenance procedures with clarity and confidence
• Develop and maintain accurate support bulletins, data sheets, and battery calculator tables, ensuring all materials reflect current product and system updates
• Continuously expand product expertise through hands-on experience in our on-site training lab
• Stay current with industry standards, emerging technologies, and best practices related to fire alarm systems to provide informed, up-to-date support
• Contribute to a collaborative team environment by taking on additional responsibilities as business needs evolve
• Take on additional responsibilities as needed to support team goals and project milestones.

Qualifications

What You Bring

Experience That Drives Success

• 2–3 years of hands‑on experience in a technical support role or similar position, with preference given to candidates with a background in the fire alarm or security systems industry
• Associate's or Bachelor's degree in Electrical Engineering, Electronics, or a related field is strongly preferred
• NICET Certification is highly desirable, demonstrating a commitment to industry excellence and professional development
• In-depth knowledge of fire alarm systems, including hardware, software, and networking components, with the ability to apply that knowledge to real‑world technical challenges

Key Strengths & Skills

• Demonstrates a strong commitment to integrity, ethical conduct, and professionalism in all interactions
• Possesses exceptional verbal and written communication skills, with the ability to convey complex technical information clearly and effectively to a diverse audience
• Delivers outstanding customer service, building trust and long-term relationships through attentive, solution-oriented support
• Exhibits excellent organizational skills with a proven track record of managing multiple priorities and consistently meeting deadlines in a fast-paced environment
• Applies strong analytical thinking and creative problem‑solving skills to diagnose challenges and deliver effective, lasting solutions
• Demonstrates the ability to assess, organize, and prioritize tasks efficiently to maximize productivity and impact
• Thrives in a team‑oriented environment, fostering open communication and working collaboratively to achieve shared goals
• Proficient in Microsoft Office Suite, including PowerPoint, Excel, Outlook, and Word, leveraging these tools to enhance productivity and communication

Our Culture

• We build strong relationships—with teammates, partners, and customers
• We take pride in knowing every product we build serves the purpose of protecting lives
• We listen actively, coach frequently, and own our results
• We foster innovation, value curiosity, and believe that experimentation is part of growth
• We create a welcoming and inclusive space where everyone belongs
• We take ownership of our work—quality and safety are at the core of what we do

Benefits That Matter

• Employee Ownership Program – You’re not just an employee—you’re an owner. We share success together.
• Competitive health, dental, and vision plans
• 401(k) with company match
• Generous paid time off and holidays
• Continuous learning and development opportunities
• Financial Wellness programs including complimentary Certified Financial Planner sessions
• Recognition programs that celebrate individual and team wins
• A mission-driven team that supports life‑saving outcomes, every day

Location

This is a full-time position, on‑site at our St. Louis, MO location. The expected schedule is 40 hours per week, Monday through Friday, but an occasional shift in hours may be necessary to accommodate project schedules.