Technical Support

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