RISCO Group is a leading global manufacturer of advanced security solutions, renowned for its technological innovation and international presence. With millions of satisfied customers and regional offices worldwide, RISCO specializes in developing cloud-based security systems and connected home solutions.
About the Role
After gaining a solid understanding of the company's organization, products, and business processes, the Technical Support Engineer will be responsible for supporting after‐sales operations and RMA processes across multiple customer segments, including resellers, system integrators, installers, and end users. The role combines technical expertise, customer interaction, and close collaboration with internal technical and sales teams.
Key Responsibilities
- Act as a primary technical contact for after‐sales support and customer requests
- Analyze customer issues and provide remote diagnostic and troubleshooting support
- Program, deploy, and support home and building automation, networking, and security systems (remote and on‐site)
- Manage and coordinate service tickets, including field interventions when required
- Maintain accurate and up‐to‐date customer technical documentation and records
- Create, manage, and process RMA (Return Material Authorization) cases
- Analyze returned products, identify root causes, and report recurring or production‐related issues
- Deliver technical training sessions for installers and system integrators
- Collect feedback from the field and report improvement suggestions to the technical department
- Identify upselling opportunities for services and products and collaborate with the sales network
- Ensure high customer satisfaction through timely, structured, and professional support
Requirements
- Previous experience in technical support, installation, or deployment within smart home or smart building systems area
- Strong understanding of installation processes and project phases
- Proven analytical and problem‐solving skills, with the ability to work methodically even under pressure
- Excellent communication and interpersonal skills, especially in B2B environments
- Experience working with structured, high‐profile customers
- Ability to analyze, diagnose, and deploy bus‐based systems
- Experience in technical training or knowledge sharing
- Data analysis, reporting, and documentation skills
- Professional proficiency in English (written and spoken)
Nice to Have
- Experience in smart home or smart building industries
- Background in technical support within specialized distribution of electrical or HVAC systems
- Familiarity with bus communication technologies (e.g. KNX, DALI, DMX)
- Proficiency with standard software tools (Word, Excel, etc.)
- Strong team‐oriented mindset with a proactive, solution‐driven attitude
Location: Verona, Italy
Type of employment: Hybrid
Project: Smart Home
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