Technical Support and Field Service Representative

Lucifer Lighting; San Antonio (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

Lucifer Lighting Company, a San Antonio-based designer and manufacturer of architectural lighting fixtures, seeks a Product Support Engineer to bridge Engineering, Sales, and Customers. You will translate complex data into world-class marketing collateral, ensuring partners and installers have the right tools and knowledge for success.

You will draft specifications, installation manuals, and sell sheets, while validating products through hands-on testing and coordinating with field teams.

Qualifications

• Willingness to develop deep understanding of Lucifer Lighting's precision products.
• Comfortable with highly technical, detailed information.
• Clear, articulate communication and active listening skills.
• Demonstrated ability to master design software quickly.

Responsibilities

• Provide key customers with technical assistance related to product features and specifications.
• Draft, update, and format technical marketing documents (spec sheets, installation manuals, sell sheets).
• Incorporate field learnings into existing documentation and product guides.
• Perform product test installations and collaborate with contractors to optimize installation instructions.
• Create technical guides, cheat sheets, and training materials for sales and channels.
• Manage the company website content, product pages, filters, and content tree structure.
• Oversee trade show logistics, including test installations and scheduling.
• Gather customer feedback on samples to inform product customizations and business cases.

Skills

Product Obsession

Technical Mindset

Communication

Software Proficiency

Education

Bachelor’s degree in Engineering/Marketing/Technical Writing

Tools

MS Office (Outlook, Excel)

Adobe InDesign/Illustrator

CMS

Solidworks

Zendesk

Job description

Lucifer Lighting Company is a privately held San Antonio-based designer and manufacturer of precision-engineered architectural lighting fixtures. You’ll find our products everywhere from SF MOMA to the Nike Headquarters. We’re in the campuses of 4 of the 5 largest tech companies and 5 of the top 10 tallest towers in the U.S. Our customers are the world’s leading architects and designers who look for minimalist industrial design and place a premium on service, quality, and innovation. Our people make magic happen; we are passionate, smart, hard-working, committed, and creative. We like to make work enjoyable and engaging.

We light the world’s most beautiful spaces

Position Summary

The Product Support Engineer bridges the gap between Engineering, Sales, and our Customers by translating complex engineering data and real-world field feedback into world-class technical marketing collateral by combining hands-on technical validation with strategic content management, this role ensures our sales partners, specifiers, and installers have the exact technical tools, and knowledge they need for success.

Essential Duties and Responsibilities

• High-Level Technical Support: Provide key customers with technical assistance related to product features, complex field issues, and specifications.
• Technical Content Creation: Draft, update, and format technical marketing documents, including specification sheets, installation manuals, demo keys, and sell sheets.
• Field-to-Marketing Feedback Loop: Incorporate real-world "field learnings" and usability feedback into existing technical documentation and product guides.
• Hands-on Validation: Perform product test installations and collaborate with contractors to optimize installation instructions before release.
• Sales & Channel Enablement: Assist in creating technical guides, cheat sheets, and internal training documentation to empower customer-facing teams.
• Digital Asset Management: Manage the company website, including the creation of new product pages, content updates, filter management, and content tree structure optimization.
• Trade Show Coordination: Oversee technical trade show logistics, including test installations and attention to schedules.
• Cross-Functional Collaboration: Gather customer feedback on product samples to collaborate with internal teams on potential customizations and business cases. Field Service Support: Visit project sites using discretion to assess technical issues and help remedy issues as appropriate.

Qualifications

Knowledge, Skills, and Abilities:

• Product Obsession: Willingness to develop a deep and full understanding of the precision products designed and manufactured at Lucifer Lighting. This requires understanding why the product is designed the way it is and how it performs, not just its basic specifications.
• Technical Mindset: Naturally comfortable with highly technical, detailed information.
• Communication: Articulate communicator with focused listener with the ability to "read between the lines"
• Software Proficiency:

• Required: Proficiency with MS Office (Outlook, Excel) and Adobe InDesign / Illustrator (or a demonstrated ability to master design software quickly).
• Preferred: Experience with Content Management Systems (CMS), Solidworks, or Zendesk/ticket request systems.

Required Education and Experience:

• 5+ years blending technical support, field service work, or product coordination with technical marketing or content creation.
• Bachelor’s degree in Engineering, Marketing, Technical Writing, or a related discipline.