Technical Support Engineer EN Fire Detection Products

What You Will Do
The Technical Support Engineer provides advanced technical assistance for Johnson Controls EN‑listed fire detection products across the Middle East region. The role supports partners, installers, service teams, and end customers through troubleshooting, commissioning support, product expertise, and ensuring compliance with EN and local Civil Defense requirements. This position plays a key role in maintaining product reliability, customer satisfaction, and brand reputation.
How Will You Do
Technical Support & Troubleshooting

• Provide remote and onsite technical support for JCI EN fire detection panels, detectors, and networked systems.
• Diagnose complex hardware, software, and network-related issues, ensuring timely resolution.
• Support system commissioning, configuration, programming, cause‑and‑effect development, and integration with BMS and third‑party interfaces.
• Escalate critical issues to global support and R&D when required.
  

Product Expertise & Knowledge Management

• Serve as a subject matter expert for EN product lines (e.g., Zettler Profile, FireClass EN, Tyco EN detection portfolio).
• Maintain up‑to‑date knowledge of product releases, firmware updates, and configuration tools.
• Develop and update technical bulletins, troubleshooting guides, FAQs, and application notes.
  

Training & Enablement

• Deliver technical training to distributors, partners, JCI field teams, and key customers.

• Support certification programmes for installers and maintenance teams.
• Conduct workshops, demonstrations, and product seminars across the Middle East.
  

Compliance & Documentation

• Ensure system designs and configurations comply with EN standards and local authority requirements (Dubai Civil Defense, Abu Dhabi Civil Defense, etc.).
• Review design submittals, wiring diagrams, and cause‑and‑effect matrices.
• Prepare detailed technical reports and failure analysis documentation.
  

Field Support & Site Engagement

• Provide onsite support for major project installations, acceptance testing, and troubleshooting.
• Assist sales and project teams with technical evaluations, product selection, and solution design.
• Participate in customer meetings to resolve technical concerns.
  

Continuous Improvement

• Gather field feedback and communicate product performance issues to engineering teams.
• Recommend enhancements to improve product reliability and customer experience.
• Contribute to knowledge-base development to streamline future support.
  

Required
What we look for

• Bachelor's degree in Electrical Engineering, Electronics, Mechatronics, or related field.
• 5+ years of experience in fire detection EN‑listed systems.
• Strong understanding of fire alarm network architecture, loop design, and life‑safety system principles.
• Hands‑on experience with commissioning, programming, and troubleshooting fire detection systems.
• Familiarity with EN54, BS5839-1 and Middle East Civil Defense requirements.
• Excellent communication and customer‑facing skills.
  

Preferred

• Experience with Johnson Controls / Tyco / Zettler EN fire detection platforms.
• Knowledge of BMS integration protocols (Modbus, BACnet).
• Experience delivering technical training.