Customer Support and Engineering Technician

Company Overview
Satco Products Inc. is a leading provider of lighting solutions, offering a vast array of products for commercial, residential, and industrial markets. With extensive inventory and a commitment to innovation, Satco is dedicated to delivering high-quality lighting products that meet diverse customer needs. We do the LIGHT thing.™

Job Overview
We are seeking a motivated and technically inclined Customer Support & Engineering Technician to join our growing smart product team. This is a hands-on customer support role for the Starfish Smart Home portfolio - a connected ecosystem spanning Smart Lighting, Security Cameras and Electrical Devices.

Primary responsibilities include but are not limited to:

• Serve as the dedicated Starfish Smart Home customer support contact - respond to inquiries from end-users, internal sales and customer service teams regarding product functionality, connectivity, installation, troubleshooting and general product questions.
• Troubleshoot and resolve product connectivity issues including smart lighting, security cameras, doorbells and electrical devices.
• Document support interactions, issue types, resolution outcomes and recurring trends for product improvement.
• Build and maintain a Starfish-specific support knowledge base including FAQs, troubleshooting guides, how-to documentation and product-specific support materials.
• Collaborate with the Product Manager to develop written guides that address common customer support topics.

Secondary responsibilities include but are not limited to:

• Evaluate new product samples by testing functionality, connectivity, app performance and physical build quality against defined product specifications and requirements.
• Document evaluation findings in structured reports and recommend actions to the Product Manager and Engineering staff.
• Support ongoing quality monitoring for existing Starfish products - assess field returns, reported defects and warranty issues to identify patterns and root causes.
• Assist in first article inspections and pre-production sample reviews as requested - providing structured feedback on product performance prior to production approval.
• Coordinate with the Product Manager and Engineering team to ensure evaluation criteria, test protocols and compliance requirements are clearly understood and consistently applied.
• Maintain organized records of all product evaluations, sample history and test results for reference and audit purposes.

Qualifications and Requirements

Required:

• Strong verbal and written communication skills - ability to explain technical concepts clearly and patiently to non-technical customers and partners.
• Genuine interest in smart home technology and connected devices - comfortable learning and working with consumer electronics, mobile apps and WiFi/Bluetooth connectivity.
• Technically curious and solutions-oriented. Ability to troubleshoot systematically and document findings clearly.
• Organized and detail-oriented.
• Proficient in MS Office (Word, Excel, Outlook) and comfortable learning new support and documentation tools (Wrike).
• Customer-first mindset with a professional, patient and empathetic communication style.

Preferred:

• Prior experience in customer support, technical support or helpdesk roles. Consumer electronics or smart home experience is a plus.
• Leg-up - Experience with WiFi networks and WiFi-Mesh networks.
• Familiarity with smart home platforms including Amazon Alexa, Google Home, Siri or SmartThings.
• Experience with mobile app troubleshooting on IOS and Android platforms.
• Background in electrical, electronics or engineering technology - Associate's or Bachelor's degree in a related field or equivalent hands-on experience.
• Experience with product evaluation, quality inspection or first article testing in a consumer products environment.

Join us to be part of a passionate team dedicated to supporting innovative lighting solutions through exceptional technical expertise. Your skills will directly impact the efficiency of our operations while providing outstanding service across our organization!

EOE

Pay: $66,300.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Work Location: In person

Salary : $66,300