Support Jobs in Watertown, MA

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Technical Support Engineer, Electrical

Socomec, Inc. Watertown, MA

Watertown, MA

Today

$90k - $90k/yr Full time Electrical Engineering Customer Support Technical Support

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Job Description

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Maintain and refresh Tech Team training materials with new products and applications; flag outdated documentation and propose updates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

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