Technical Support Engineer

**Key ResponsibilitiesCustomer Interaction & Technical Consultation**
- Serve as the **primary technical contact** for US-based clients, assisting with **installation guidance, troubleshooting, and technical support**.
- **Solve complex customer challenges**, including **understanding and interpreting technical manuals, drawings, and product specifications**.
- **Present and explain quotes** to customers, ensuring they understand the **technical aspects, cost breakdowns, and potential customizations**.
- Address and resolve **customer concerns**, offering practical solutions for product modifications, material choices, and hardware compatibility.

**CAD Design & Technical Drawings**
- Create and modify **detailed CAD drawings** for **custom orders** and **technical adjustments** based on customer requirements.
- Ensure all drawings adhere to **industry standards, technical specifications, and manufacturing feasibility**.
- Work closely with the **production and sales teams** to ensure smooth execution of custom projects.

**Estimations & Quoting**
- **Prepare cost estimates** and **generate accurate technical quotes** for architectural hardware projects.
- Assess material requirements, labor costs, and potential risks to ensure **competitive pricing and feasibility**.

**New Product Development**
- Collaborate with **R&D, manufacturing, and design teams** to develop **new architectural hardware products**.
- Conduct **market research** and analyze customer feedback to identify **product improvements and innovations**.
- Assist in **prototyping, testing, and refining** new products before launch.
- Provide technical expertise to **optimize designs for functionality, durability, and ease of installation**.

**Bidding & Tender Management**
- Identify and manage **tender opportunities in the US market**.
- Prepare **bids, RFQs, and tender documents** with accurate technical and cost estimations.
- Work with **architects, contractors, and procurement teams** to ensure compliance with project specifications.
- Maintain and execute a **sales pipeline** to secure new projects and business opportunities.

**Process & Documentation**
- Maintain **organized records** of customer interactions, technical drawings, and installation inquiries.
- Develop **technical documentation**, including **installation guides, product specifications, and troubleshooting manuals**.
- Collaborate with **internal teams (sales, production, and quality control)** to ensure seamless project execution.

**Qualifications**
- **Bachelor’s Degree in Civil Engineering** (or related field).
- **5+ years of experience** in technical support, CAD design, or estimation within the **architectural hardware, construction, or manufacturing industry**.
- Strong proficiency in **CAD software (AutoCAD, SolidWorks, or similar)** for creating technical drawings.
- Experience working with **US-based clients**, understanding **installation standards, building codes, and project requirements**.
- Proven expertise in **solving installation complexities, interpreting manuals, and explaining technical drawings**.
- Experience in **bidding/tender management** and understanding **procurement processes**.
- Familiarity with **product development** and ability to contribute to new product innovations.
- Highly organized with attention to detail and the ability to **manage multiple projects** at once.
- Excellent **communication skills** to explain complex technical concepts to customers clearly and effectively.
- Familiarity with **manufacturing processes, materials, and architectural industry standards**.

**Preferred Qualifications**
- Prior experience in an **e-commerce or D2C startup environment**.
- Experience working with **Shopify, Etsy, and Wayfair**.
- Knowledge of **US building codes and construction standards**.

**What is on Offer**:

- **Competitive salary** based on experience.
- **Fully remote work** with flexible hours.
- Opportunity to work with a **fast-growing brand in the architectural hardware industry**.
- A **collaborative and innovative team** dedicated to excellence.

**Education**:

- Bachelor's (required)

**Experience**:

- e-Commerce or D2C work: 3 years (required)
- Shopify, Etsy or Wayfair: 3 years (preferred)
- US building codes & construction: 3 years (preferred)
- technical support in architectural hardware: 5 years (required)
- CAD design in architectural hardware/construction: 5 years (required)

Expected Start Date: 14/04/2025