Product Technical Support Specialist - Wiring Devices

Enerlites Inc.•Santa Ana, CA

24d

About The Position

The Product Technical Support Specialist provides technical support and troubleshooting for wiring devices including receptacles, GFCIs, USB outlets, switches, dimmers, sensors, wall plates, and related accessories. This role supports internal teams (Sales, QA, Operations) and external customers (distributors, contractors, inspectors) to ensure correct product application, installation success, and code compliance.

Requirements

Working knowledge of residential and commercial wiring devices
Understanding of line-voltage vs low-voltage applications
Basic knowledge of single-phase electrical systems (120/240V)
Ability to read wiring diagrams and installation schematics
Familiarity with electrical terms used by contractors and distributors
Respond to technical inquiries professionally and accurately
Use a strong troubleshooting process to identify installation issue vs product issue vs application mismatch
Ask the right diagnostic questions and recommend the correct next steps
Clear verbal communication with contractors/electricians, sales teams/distributors, and internal engineering/QA teams
Strong writing skills for emails, FAQs, troubleshooting guides, and installation support instructions
Calm and professional behavior under pressure
Accountability and follow-through on cases
Strong attention to detail and documentation

Nice To Haves

Technical background in electrical engineering, construction/field electrical work, or technical support/product support
Experience with wiring devices, lighting controls, or electrical accessories
Familiarity with UL/ETL listings and NEC requirements (GFCI, AFCI, TR, WR, etc.)
Knowledge of Title 24 / energy code basics (if applicable)
Experience supporting sales channels or distributor networks

Responsibilities

Answer technical inquiries regarding product selection, compatibility, wiring methods, and installation applications
Troubleshoot product performance questions and identify root cause (installation vs product defect vs misuse)
Review and update installation instructions, wiring diagrams, spec sheets, cut sheets, FAQs, and troubleshooting materials
Support internal training for sales reps, customer service teams, and distributor/partner audiences
Assist with technical content for presentations, product launches, and training materials
Provide guidance on NEC compliance topics and UL/ETL certification interpretation
Escalate to compliance/engineering when clarification is required
Work with product management on feature clarification and improvements
Partner with QA on field failure analysis
Coordinate with operations on product changes, revisions, or substitutions
Support sales on technical objections and product positioning
Log and track technical cases and recurring issues
Identify trends (installation confusion, recurring complaints, misuse)
Recommend corrective actions such as instruction updates, labeling changes, and training refreshes