Principal Technical Support Engineer

About the role

Det-Tronics is a $200M global technology leader in industrial life safety solutions, specializing in high-end flame and gas detection and automation control systems. As part of Spectrum Safety Solutions with 1,700 employees across 20+ countries, we serve mission-critical environments in oil & gas, clean energy, marine, and infrastructure.

Key Responsibilities

• Deliver advanced technical support via phone, email, remote diagnostics, and occasional on-site visits for Det-Tronics flame detectors, gas detectors, controllers, and safety systems.
• Diagnose and resolve complex hardware, software, and integration issues, including device troubleshooting, communication protocols, and third-party integrations.
• Provide guidance on product installation, configuration, calibration, maintenance, and compliance with industry standards (e.g., NFPA, ATEX, IECEx, SIL).
• Collaborate with Engineering, Sales, and Field Service teams to identify product improvements and escalate issues effectively.
• Create and maintain technical documentation, knowledge base articles, application notes, and training materials.
• Support customer training sessions and webinars on system operation and troubleshooting.
• Participate in root cause analysis for field failures and contribute to continuous product enhancement.
• Travel domestically and internationally (up to 20%) as needed for complex support cases, customer escalations, or training.

Required Qualifications

• Bachelor’s degree in Electrical Engineering (Preferred), Mechanical Engineering, Instrumentation Technology, or a related technical field (or equivalent experience).
• 5+ years of hands-on technical support or field engineering experience in fire/gas detection, industrial instrumentation, process control, or safety systems.
• Strong knowledge of electronics, networking protocols (e.g., Modbus, HART), PLC integration, and hazardous area classifications.
• Excellent problem-solving, communication, and customer service skills with the ability to explain technical concepts to both technical and non-technical audiences.
• Ability to work independently in a fast-paced environment while managing multiple priorities.

Preferred Qualifications

• Experience with flame and gas detection technologies is highly preferred.
• Certifications such as NICET Fire Alarm Systems I, II, III or similar are a plus.