Technical Support Specialist

The Next Level of Fire & Life Safety Leadership

With more than two centuries of combined history, brands like Kidde, Kidde Commercial, Edwards, GST, Badger, Gloria and Aritech have been leading the way in protecting people and property around the world. Now, we’re taking that leadership to the next level. Kidde Global Solutions brings together the most trusted and iconic brands in safety, building upon our shared experience and expertise to address the needs and challenges of more customers in more places. With an unmatched portfolio of solutions and services, and a commitment to constant innovation we’re elevating the standards for an entire industry – and establishing the next level of fire and life safety leadership.

At Kidde Global Solutions, you’re joining a global technology leader in fire and life safety solutions and our employees are the heart of it all. With industry-defining brands in life safety and security, you’ll be part of a legacy of leadership working with cutting-edge technologies that protect lives and property worldwide. As a leading fire safety brand, our mission is to provide solutions that protect people and property from the effects of fire and related hazards. We’re committed to expanding our impact and providing dynamic opportunities for growth within our team. You’ll be part of a company that prioritizes quality, integrity, collaboration, and customer care, with the resources, training, and incentives to ensure your success every step of the way.

Role: Technical Support Specialist

Location: Madrid

Annual base salary rate: 40,000 - 45,000 EUR

Company description

Kidde Global Solutions brings together world-leading brands in fire & life safety. Building on more than two centuries of combined history and leveraging an unmatched portfolio of solutions and services. Aritech is an iconic brand of electronic security solutions, intrusion, access control, CCTV and integration platforms, with more than 50 years of history, belonging to Kidde Global Solutions.

Basic Function

The Technical Support Engineer is responsible for providing high-quality technical assistance to customers, distributors, and internal teams regarding Aritech security systems. The role ensures the successful installation, configuration, operation, and maintenance of products across intrusion, access control, and video solutions, while maintaining high levels of customer satisfaction.

The position requires strong technical expertise combined with a customer-oriented mindset, supporting both pre-sales and after-sales activities

Role Definition

Develop new business from existing clients, actively seek new opportunities, and manage a portfolio of assigned customers. Achieve company targeted budget revenue and account receivables parameters. Provide commercial support and assistance to existing and prospect customers, suggesting new applications, adaptations or modifications to existing product lines to solve specific customer system problems. Drive the “voice of the customer” into all aspects of the business.

Responsibilities

• Technical Support & Troubleshooting:
• Provide professional technical support to customers and partners via phone, email, and remote access tools.
• Diagnose, analyze, and resolve product-related issues efficiently.
• Ensure timely resolution of incidents to minimize system downtime and customer impact.
• Product Expertise & Customer Guidance:
• Offer expert guidance on installation, configuration, and maintenance of Aritech products.
• Recommend suitable technical solutions based on customer requirements and system specifications.
• Maintain up-to-date knowledge of product portfolio, firmware, and system integrations.
• Case Management & Documentation:
• Register, track, and manage technical support cases using internal tools.
• Document issues, root causes, and solutions for knowledge sharing and continuous improvement.
• Prepare and maintain technical documentation, including application notes, release notes, and service bulletins.
• Training & Knowledge Transfer:
• Deliver technical training sessions to customers, distributors, and internal stakeholders.
• Develop training materials and support product education initiatives.
• Contribute to seminars, workshops, and product demonstrations.
• Product Testing & Feedback:
• Participate in testing of new products, firmware, and software releases.
• Provide structured feedback to Product Management and R&D regarding product performance, issues, and improvement opportunities.
• Cross-functional Collaboration:
• Collaborate closely with Sales, Pre-sales, Product Management, and R&D teams.
• Support commercial activities through technical expertise during customer engagements and projects.
• Escalate complex technical issues to higher support levels or specialized teams when required.

Additional Responsibilities

• Support on-site interventions or customer visits when necessary.
• Assist Account Managers in troubleshooting and customer satisfaction initiatives.
• Contribute to continuous improvement of support processes and service quality. 

Knowledge & Skills required

• Degree in Engineering, Electronics, IT, or a related technical field (or equivalent experience).
• Proven experience in technical support, preferably within the electronic security industry.
• Strong knowledge of intrusion alarm systems, access control, and/or CCTV solutions.
• Understanding of IP networking and system integration is highly desirable.

Key Competencies

• Strong analytical and problem-solving skills
• Customer-focused approach with a service-oriented mindset
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a multidisciplinary team
• Ability to manage multiple tasks and priorities under pressure

Languages

• Fluent in Spanish (written and spoken).
• Additional languages: English.

Personal Qualities and Behaviours

• Customer focused.

• Good communication and networking skills.
• Team player.
• Energetic, forward-thinking and creative individual with unyielding ethical standards.
• Ability to build own credibility and develop effective relationships at all levels.
• Curious, committed, good team worker with unyielding integrity.
• Ability to work with competing demands in small multi-discipline teams.
• Able to work in an international, multi-cultural environment.
• Capacity to work under pressure.

Qualifications & Experience

• Degree in Engineering, Electronics, IT, or a related technical field (or equivalent experience).
• Proven experience in technical support, preferably within the electronic security industry.
• Strong knowledge of intrusion alarm systems, access control, and/or CCTV solutions.
• Understanding of IP networking and system integration is highly desirable.

World Leaders in Fire and Life Safety

Kidde Global Solutions is a world leader in fire & life safety solutions tailored for complex commercial facilities to homes. Through iconic, industry-defining brands including Kidde, Kidde Commercial, Edwards, GST, Badger, Gloria and Aritech, we provide residential and commercial customers with advanced solutions and services to protect people and property in a wide range of applications, all around the globe.