Technical Support and Field Service Representative

Field Service Representative

Lucifer Lighting Company is a privately held San Antonio-based designer and manufacturer of precision-engineered architectural lighting fixtures. You'll find our products everywhere from SF MOMA to the Nike Headquarters. We're in the campuses of 4 of the 5 largest tech companies and 5 of the top 10 tallest towers in the U.S. Our customers are the world's leading architects and designers who look for minimalist industrial design and place a premium on service, quality, and innovation. Our people make magic happen; we are passionate, smart, hard-working, committed, and creative. We like to make work enjoyable and engaging.

We light the world's most beautiful spaces

Position Summary:

The Product Support Engineer bridges the gap between Engineering, Sales, and our Customers by translating complex engineering data and real-world field feedback into world-class technical marketing collateral by combining hands-on technical validation with strategic content management, this role ensures our sales partners, specifiers, and installers have the exact technical tools, and knowledge they need for success.

Essential Duties and Responsibilities:

• High-Level Technical Support: Provide key customers with technical assistance related to product features, complex field issues, and specifications.
• Technical Content Creation: Draft, update, and format technical marketing documents, including specification sheets, installation manuals, demo keys, and sell sheets.
• Field-to-Marketing Feedback Loop: Incorporate real-world "field learnings" and usability feedback into existing technical documentation and product guides.
• Hands-on Validation: Perform product test installations and collaborate with contractors to optimize installation instructions before release.
• Sales & Channel Enablement: Assist in creating technical guides, cheat sheets, and internal training documentation to empower customer-facing teams.
• Digital Asset Management: Manage the company website, including the creation of new product pages, content updates, filter management, and content tree structure optimization.
• Trade Show Coordination: Oversee technical trade show logistics, including test installations and attention to schedules.
• Cross-Functional Collaboration: Gather customer feedback on product samples to collaborate with internal teams on potential customizations and business cases. Field Service Support: Visit project sites using discretion to assess technical issues and help remedy issues as appropriate.

Qualifications

Knowledge, Skills and Abilities:

Product Obsession: Willingness to develop a deep and full understanding of the precision products designed and manufactured at Lucifer Lighting. This requires understanding why the product is designed the way it is and how it performs, not just its basic specifications.

Technical Mindset: Naturally comfortable with highly technical, detailed information.

Communication: Articulate communicator with focused listener with the ability to "read between the lines"

Software Proficiency:

• Required: Proficiency with MS Office (Outlook, Excel) and Adobe InDesign / Illustrator (or a demonstrated ability to master design software quickly).
• Preferred: Experience with Content Management Systems (CMS), Solidworks, or Zendesk/ticket request systems.

Required Education and Experience:

5+ years blending technical support, field service work, or product coordination with technical marketing or content creation.

Bachelor's degree in Engineering, Marketing, Technical Writing, or a related discipline.

Working Environment:

Smoke-free workplace.