Level 1 Technical Support Manager Jobs (NOW HIRING)

Join Us as a Technical Support Manager at Potter Global Technologies

At Potter Global Technologies, we’ve been protecting lives around the world for over 125 years—and we’re just getting started. We’re a global leader in life safety solutions, committed to saving lives through innovative technology and trusted partnerships.

Our vision is for our customers to know us globally as their innovative, easy-to-do-business-with, best-in-class life-safety product partner. And our mission? With a passion for creating safer environments worldwide, our mission is to provide our customers with a team of real people that connect them with reliable expertise in life safety applications.

If you're inspired by purpose, energized by collaboration, and thrive in an environment of feedback, ownership, and experimentation—you’ll feel at home here.

As a Technical Support Manager, you will step into a true “Working Manager” role designed for a highlevel technical expert who thrives on both leading a team and staying handson with customer support. You will oversee the daily operations of our technical support group while also serving as the goto expert for advanced troubleshooting, complex system questions, and the most challenging issues our customers encounter. If this sounds like the kind of impact you’re ready to make, we’d be excited to meet you — apply now.

• Manage and mentor a highperforming technical services team, ensuring strong professional development, workflow efficiency, and consistent “firsttouch” success for customer inquiries.
• Lead daily operations of the technical services group, setting expectations, monitoring performance, and driving a culture of accountability and customer excellence.
• Serve as the lead subject matter expert for fire alarm hardware and software, providing authoritative guidance on system applications and product capabilities.
• Provide handson support for intricate system challenges, assisting customers directly with advanced troubleshooting, technical questions, and installation support.
• Create and update technical documentation, including installation guides, application notes, and other resources that support accurate and efficient product installation.
• Develop alternative customersupport tools, such as howto videos, visual walkthroughs, and other applicationfocused learning materials.
• Act as a bridge between the field and the factory, using customer interactions and technical analysis to deliver actionable feedback for product improvement and innovation.
• Perform other duties as assigned to support the success of the technical services team and the broader organization.

What You Bring

Experience That Drives Success

• Bachelor’s degree in a related engineering field or equivalent experience.
• 5+ years of experience with fire alarm systems or closely related lifesafety equipment.
• Proven experience supporting lifesafety/fire alarm systems, including troubleshooting, inspection support, installation support, documentation, or maintenance in a professional environment.
• Demonstrated ability to learn and follow industry procedures and technical documentation with strong attention to detail and accuracy.
• Experience managing technical teams or serving in a lead/mentor role. (preferred)
• Deep knowledge of fire alarm codes and standards (NFPA, UL) with proven application. Experience in commissioning, inspection, or code compliance for lifesafety systems. (preferred)

Key Strengths & Skills

• Ability to coach, mentor, and develop a highperforming technical services team while driving accountability, workflow efficiency, and consistent service excellence.
• Deep understanding of fire alarm hardware, software, and system applications, with the capability to guide customers through complex technical challenges.
• Comfort serving as a true “playercoach,” personally troubleshooting, designing, and supporting intricate system configurations when needed.
• Strong verbal and written communication skills with the ability to translate complex technical concepts into clear, actionable guidance for diverse audiences.
• Experience creating and maintaining technical documentation, including installation guides, application notes, and other customerfacing resources.
• Ability to develop alternative learning tools—such as howto videos, visual guides, and stepbystep tutorials—to enhance customer success.
• Skilled at gathering field insights, analyzing recurring issues, and providing structured feedback to engineering and product teams to support continuous improvement.
• Proven ability to collaborate effectively with engineering, product management, sales, and manufacturing teams to resolve issues and enhance product performance.
• Strong diagnostic and rootcause analysis skills to identify patterns, recommend solutions, and drive product or process improvements.
• Ability to manage multiple priorities, balance handson technical work with leadership responsibilities, and maintain high service standards in a fastpaced environment.

Our Culture

• We build strong relationships—with teammates, partners, and customers
• We take pride in knowing every product we build serves the purpose of protecting lives
• We listen actively, coach frequently, and own our results
• We foster innovation, value curiosity, and believe that experimentation is part of growth
• We create a welcoming and inclusive space where everyone belongs
• We take ownership of our work—quality and safety are at the core of what we do

• Employee Ownership Program – You’re not just an employee—you’re an owner. We share success together.
• Competitive health, dental, and vision plans
• 401(k) with company match
• Generous paid time off and holidays
• Continuous learning and development opportunities
• Financial Wellness programs including complimentary Certified Financial Planner sessions
• Recognition programs that celebrate individual and team wins
• A mission-driven team that supports life-saving outcomes, every day

This is a full-time position, on-site at our Maryland Heights, MO, location. The expected schedule is 40 hours per week, Monday through Friday, but an occasional shift in hours may be necessary to accommodate project schedules.

Ready to make a real impact? If you’re driven, curious, and excited to grow with a team that’s changing the world—and where you’re not just an employee but an owner—we want you on board!

Join us, and let’s create safer environments together—making a global difference you’ll be proud to own.