Technical Support Specialist

Location: Lagos, Nigeria. It is a remote role, based in Lagos, Nigeria. Markets to be covered are: Nigeria, Kenya, Tanzania, Ghana and Uganda.
Job type: Full-time position.

Role’s overview:
The Technical Support Specialist is responsible for delivering high-quality technical support, product expertise and training for fire detection systems across assigned markets. The role supports Kidde Commercial and GST fire detection product ranges, ensuring effective system performance, customer satisfaction and capability development within the partner network.
This is a remote-based role requiring collaboration with regional sales, engineering, and product teams, as well as direct engagement with customers and channel partners.

Key responsibilities:
Technical Support & Issue Resolution:

Provide remote technical support to customers, distributors and internal teams via phone, email, and online platforms.
Diagnose, troubleshoot and resolve technical issues on fire detection systems.
Support system commissioning, configuration, and fault finding activities.
Escalate complex technical issues to global product and engineering teams, as required.

Product Expertise & Technical Guidance:

Provide technical guidance on system design, application, and compliance requirements (Kidde Commercial fire detection and GST fire alarm systems).
Support sales teams with technical input during customer engagements and solution development.

Training & Capability Development:

Deliver technical training to customers, partners and internal stakeholders (both virtual and in-person).
Support “train-the-trainer” initiatives to expand product knowledge within the region.

Customer & Partner Support:

Build and maintain strong relationships with channel partners, integrators and end users
Provide ongoing post-sales support to ensure successful system operation
Contribute to improving customer satisfaction and service delivery standards.

Key requirements:

Degree / Diploma in Electrical/Electronic Engineering (or related technical discipline).
Min. 3 years of experience in the fire detection or fire alarm industry.
Proven experience in technical support, commissioning or system engineering.
Strong understanding of fire detection systems, products and applications.

Competency in Microsoft Office tools and standard business applications.
Strong problem-solving and analytical skills.
Excellent communication and presentation ability.
Ability to work independently in a remote environment.

Willingness to travel occasionally.

Summary:
This role is critical in ensuring technical excellence, customer satisfaction and product capability across the region. The successful candidate will combine strong technical expertise with the ability to train, support and influence customers and partners in a remote, fast-paced environment.