Technical Support Engineer – UL Fire Detection Products

What you will do

The Technical Support Engineer provides advanced technical assistance for Johnson Controls ULlisted 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 UL 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 UL fire detection panels detectors modules and networked systems.

• Diagnose complex hardware software and network-related issues ensuring timely resolution.

• Support system commissioning configuration programming causeandeffect development and integration with BMS and thirdparty interfaces.

• Escalate critical issues to global support and R&D when required.

Product Expertise & Knowledge Management

• Serve as a subject matter expert for UL product lines (e.g. Zettler Profile FireClass UL Tyco UL detection portfolio).

• Maintain uptodate 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 UL standards and local authority requirements (Dubai Civil Defense Abu Dhabi Civil Defense etc.).

• Review design submittals wiring diagrams and causeandeffect 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.

What we look for

Required

• Bachelors degree in Electrical Engineering Electronics Mechatronics or related field.

• 35 years of experience in fire detection systems preferably ULlisted systems.

• Strong understanding of fire alarm network architecture loop design and lifesafety system principles.

• Handson experience with commissioning programming and troubleshooting fire detection systems.

• Familiarity with UL864 NFPA 72 and Middle East Civil Defense requirements.

• Excellent communication and customerfacing skills.

Preferred

• Experience with Johnson Controls / Tyco / Zettler UL fire detection platforms.

• Knowledge of BMS integration protocols (Modbus BACnet OPC).

• Experience delivering technical training.

• Arabic language skills (optional but beneficial).