Technical Customer Support Visa Sponsorship Jobs in Kentucky

INTRODUCTION

Furthermore, here at FFE we value our employees giving them the freedom to be creative and innovative. Having a great team spirit and people that are proud to work for a company that saves lives, our teams see the direct impact of their efforts in the daily operations.

Duties and Responsibilities:

• Troubleshoot and support customers experiencing product or application issues, ensuring timely diagnosis, clear communication, and effective resolution to maintain and restore system performance and customer confidence.
• Own pre‑sales technical support, including opportunity qualification, solution design, and compliant technical responses for bids and RFIs.
• Provide technical demonstrations, and solution workshops, identifying technical aspects, product constraints, and provide clients with recommended next steps.
• Support customers and channel partners with application guidance, system design support, and structured or ad-hoc technical training.
• Develop, deliver and continuously improve technical training in collaboration with Sales and Marketing to strengthen product understanding and correct application.
• Provide technical guidance to consultants, specifiers, and AHJs, supporting compliant specifications, correct system design, and approval positioning.
• Maintain deep technical expertise across the FFE portfolio and relevant competitive solutions, able to clearly explain performance, limitations, and appropriate use cases.
• Capture and share structured technical, application, and market feedback to inform product development, technical documentation, and provide internal guidance.
• Maintain accurate CRM records to support visibility of technical activity, customer engagement, and support outcomes.
• Maintain professional credibility through continuous technical development and participation in relevant industry bodies, forums, and events such as SFPE, AFAA, and NFPA.
• Model Behaviours based on our Company values: Customer Focus ~ Collaboration ~ Curiosity ~ Ownership.

Skills and Experience:

Highly desirable

• Experience in technical support, applications engineering, or technical pre-sales within fire detection, life safety, or comparable engineered systems.
• Strong ability to explain complex concepts clearly, providing practical application guidance and engineering rationale.
• Experience supporting technical solution qualification, ensuring correct product selection, application fit, and standards compliance.
• Strong written communication skills in order to produce clear proposals, technical responses, design notes, and customer correspondence.
• Confident presenter, comfortable engaging installers, consultants, end users, partners and internal teams with training, briefings, and design discussions.
• Strong planning, organisation, and follow-through, capable of managing multiple technical enquiries, projects, and support activities concurrently.
• Solid understanding of engineering principles and the ability to resolve customer issues through application support.
• Ability to live, work, and travel within the assigned territory without restriction, including site visits for technical support.
• Ability to learn and work effectively with CRM, design tools, and technical support software to document activity and maintain traceability.
• Strong diagnostic and troubleshooting skills, combining knowledge, standards awareness, and clear communication to identify root causes and resolve product or application issues under customer pressure.

Desirable

• Experience in the fire industry, particularly with engineered detection solutions such as ASD, beam, flame, linear heat, or special hazard systems.
• Knowledge of North American fire standards and market practices, including NFPA requirements, AHJ expectations, approvals, and compliance processes.
• Experience supporting channel-led environments, including technical assistance for distributors, integrators, and representatives.
• Awareness of market and application trends, with the ability to interpret customer feedback, competitor behaviour, and regional influences from a technical perspective.

Behaviours and Attitudes:

• Technically grounded and commercially aware, with a strong focus on solution suitability, correct application, and long-term system performance.
• Strong customer support mindset: responsive, calm, and professional when handling issues, escalations, or high-pressure situations.
• Detail-focused and disciplined, validates assumptions, applies standards correctly, documents decisions, and avoids speculation.
• Highly collaborative, working effectively with Head of Technical Support, Product Management, Engineering, and Sales teams to resolve issues and improve outcomes.
• Accountable for technical quality and support outcomes, owning issues from initial engagement through resolution and clean handover where required.
• Proactive and curious, identifies gaps in knowledge, tools, or documentation and works to improve training materials, guidance, or processes.
• Strong technical problem solver, structured, methodical, and resilient when faced with complex, novel, or ambiguous challenges.
• Positive, professional, credible, and consistent in all customer, partner, and internal interactions.
• Self-motivated and reliable, able to work autonomously, prioritise effectively, and maintain focus on support responsibilities.
• Acts with integrity always and represents the business responsibly and professionally.
• Service-oriented and methodical, approaching issues with patience, structured troubleshooting, and a clear focus on restoring system performance and customer confidence.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

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