Technical Support Engineer, Electrical

Support Socomec customers and internal teams with electrical product expertise, troubleshooting, training, and application support as part of the US Technical Support and Applications Engineering Team.

Responsibilities

• Develop expert-level knowledge of Socomec products, including design, primary use cases, benefits, and limitations to provide accurate recommendations to customers and external agents
• Handle technical inquiries from clients and internal staff, primarily through an Email-to-Case ticketing workflow
• Train and onboard Sales, Service, and External Representatives on the product portfolio and relevant applications
• Maintain and refresh Tech Team training materials with new products and applications; flag outdated documentation and propose updates
• Investigate and troubleshoot customer issues using technical manuals, direct user collaboration, and product diagnostics
• Support development of testing and demonstration rigs, suggesting supplies and equipment while staying within office-space and leadership constraints
• Coordinate with Socomec experts across North America and overseas, and use internal systems to document prior expert responses for future reference
• Identify and clearly explain applicable standards for both Socomec products and the larger systems where they are installed
• Act as a primary user for data platforms and integration/testing software
• Collaborate with teams managing complementary products, supporting ongoing testing, updates, template creation, and instruction guides; prepare/manage official reports for Remote Support and customer calls
• Meet with customers to assess equipment needs and determine system requirements
• Develop, present, and respond to proposals for customer requirements and work with business developers on industry-specific solutions
• Create tools to track and organize projects by product type, customer, or application
• Prepare and deliver technical presentations covering Socomec products, features, connectivity, and services to customers and third-party agents
• Host trainings focused on Socomec products and targeted customer applications
• Conduct site audits: identify potential design challenges and recommend solutions, anticipating issues related to installation, integration, network implementation, and device limitations
• Run equipment demonstrations and trial installations; handle demo/sample equipment setup and walkthrough usage
• Coordinate with Product Marketing, MARCOM, Business Development, and Regional Sales to support marketing strategies and promotional activities
• Deliver seminars/webinars with Q&A for clients, sales teams, and representatives
• Participate in conventions and trade shows
• Prepare situational case studies based on field experience
• Help create and manage marketing collateral for product launches and upgrades/updates
• Proofread and vet documentation and manuals for clarity and accuracy; update technical content in promotional materials and help modernize existing marketing resources
• Support the product catalog by coordinating with Marketing to ensure corrections are applied when new editions release

Requirements

• Bachelor’s degree in electrical engineering (or other related engineering curriculum)
• Alternative: Electrician’s certificate with +5 years of relevant experience
• Understanding of electrical design and basic electrical systems; ability to apply knowledge and comprehend related specifications
• Technical and creative problem-solving skills with systematic troubleshooting and next-step decision making
• Exceptional time management and multitasking skills
• Ability to pivot priorities for reactive or time-sensitive requests
• Strong written and verbal communication, interpersonal skills, and collaboration/networking ability
• Proactive mindset to pursue real solutions and improve internal processes
• Team-oriented approach working within small teams to support other technicians/engineers
• 2-5 years of related technical experience
• Familiarity with electrical standards and codes (e.g., NEC, UL, ANSI, IEC)
• Preferred: experience using CRM tools (e.g., Salesforce) to update and track customer requests
• Excellent presentation skills, including building materials and speaking to groups of 10–25
• Multilingual skills: French or Spanish (fluent; special consideration)
• Experience with consumer-based power tools; ability to operate them safely
• Valid driver’s license required

Technologies

• Email-to-Case ticketing system
• Salesforce

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Travel

• Possible travel: up to 30% of yearly working hours
• Up to 3 trips per month (maximum)
• Predominantly within North America; potential overseas to France
• Driver’s license required

Compensation

• USD 90,000 per year
• Pay: $90,000.00 per year

Work Location

• Onsite
• Watertown, MA