Primary product specialist role delivering technical support, troubleshooting, and customer-facing demos in a strictly on-site environment.

Coordinate with the sales team on technical product demonstrations, presentations, and customer walkthroughs.
Serve as the technical representative at industry sales events, trade shows, and conferences (travel required).
Review customer requirements and recommend product configurations that match business needs.
Support sales efforts by answering highly technical questions in RFPs.
Travel to customer sites to oversee product installations, configurations, and complex hands-on troubleshooting.
Act as the primary technical point of contact for complex product, software, or network deployment issues, providing Tier 2 and Tier 3 support.
Diagnose, troubleshoot, and resolve hardware and network connectivity problems through remote and on-site customer assistance.
Create and implement test plans, procedures, and validation protocols.
Run and evaluate functional, performance, reliability, and environmental testing; analyze test data and document detailed results.
Detect product defects, perform root-cause analysis, and partner with engineering and manufacturing to resolve quality issues.
Develop and maintain testing documentation, compliance procedures, and user-facing troubleshooting guides.

Practical knowledge of IP routing, subnetting, DHCP, static IP assignments, and MAC address tracking.
Strong understanding of Wi-Fi authentication types, including WPA2, WPA3, and Enterprise, plus wireless environment setup.
Proficiency with network diagnostic tools such as ping, ipconfig, and traceroute, including log file analysis.
Proven troubleshooting approach that isolates variables to determine whether an issue is software, hardware, or related to a customer network environment.
Ability to communicate deep technical details clearly to non-technical users, sales teams, and corporate buyers.
Capability to connect technical features to business value to support the sales cycle.
Skill in resolving critical technical blockages during customer troubleshooting.
Willingness to travel up to 10-15% of the time for customer sites and industry events.
Ability to work extended hours when needed to meet customer demands and deadlines.
Physical ability to lift up to 25 pounds occasionally (for example, marketing materials or product samples).
Valid driver’s license and clean driving record.
Work Location: 100% On-Site at the facility; role is not eligible for remote or hybrid work.

100% on-site availability at the facility; not remote or hybrid.
Travel up to 10-15% of the time to customer sites or industry events.
Frequent use of standard office equipment and extended periods of sitting, standing, and computer use.
Occasional lifting up to 25 pounds (for example, marketing materials or product samples).
Valid driver’s license and clean driving record.
Ability to work extended hours as required by customer demands and deadlines.

Location: Simi Valley, CA (onsite) • Salary: USD 100,000 - 125,000 per year

Technical Support & Product Specialist

Job Description