Technical Support & Product Specialist

DWYER INSTRUMENTS, LLC•Simi Valley, CA

8d•$100,000 - $125,000•Onsite

About The Position

DwyerOmega is seeking a versatile, tech-savvy Technical Support & Product Specialist to serve as a primary product specialist. The role combines product quality validation, technical troubleshooting for existing customers, and technical support for the sales team to help close new business. The position is strictly 100% on-site at the company’s facility in Simi Valley, California, and requires 10–15% travel for customer installations, on-site troubleshooting, and sales events. The ideal candidate has strong IT networking fundamentals, a methodical troubleshooting approach, and the communication skills to explain complex technical concepts to clients. The role partners with sales on product demonstrations, presentations, customer requirements, product configurations, and technical responses to RFPs. It also provides Tier 2/3 support for complex product, software, and network deployment issues, including customer-site installations and remote or hands-on diagnosis. Product validation responsibilities include developing test plans and protocols, conducting functional, performance, reliability, and environmental testing, analyzing results, documenting findings, identifying defects, performing root-cause analysis, and collaborating with engineering and manufacturing to resolve quality issues. The specialist also creates and updates testing documentation, compliance procedures, and customer-facing troubleshooting guides.

Requirements

Practical knowledge of IP routing, subnetting, DHCP, static IP assignments, and MAC address tracking.
Clear understanding of Wi-Fi authentication types, including WPA2, WPA3, and Enterprise, and wireless environment setup.
Proficiency with network diagnostic tools such as ping, ipconfig, and traceroute, and with log file analysis.
Ability to isolate variables to determine whether product issues are caused by software, hardware, or customer network environments.
Ability to communicate effectively and explain complex technical details clearly to non-technical users, sales teams, and corporate buyers.
Ability to connect technical features to business value to support the sales cycle.
Ability to solve problems and help customers resolve critical technical blockages.
Ability and willingness to travel up to 10–15% of the time to customer sites or industry events.
Ability to work extended hours when necessary to meet customer demands and deadlines.
Frequent use of standard office equipment and ability to spend prolonged periods sitting, standing, and using a computer.
Ability to lift up to 25 pounds occasionally, such as marketing materials or product samples.
Valid driver’s license and clean driving record.

Responsibilities

Partner with the sales team to deliver technical product demonstrations and presentations to prospective clients.
Attend industry sales events, trade shows, and conferences as the technical representative for the products.
Understand customer requirements and recommend product configurations that meet their business needs.
Assist the sales team with technical responses to Requests for Proposals (RFPs) and Requests for Information (RFIs).
Travel to customer sites to manage product installations, configurations, and complex hands-on troubleshooting.
Serve as a technical point of contact for customers facing complex product, software, or network deployment issues and provide Tier 2/3 support.
Diagnose, troubleshoot, and resolve hardware and network connectivity issues remotely and in person with customers.
Develop and implement product test plans, procedures, and validation protocols.
Conduct functional, performance, reliability, and environmental testing; analyze test data and document results in detailed reports.
Identify product defects, perform root-cause analysis, and collaborate with engineering and manufacturing to resolve quality issues.
Create and update testing documentation, compliance procedures, and user-facing troubleshooting guides.