Pre - Sales Engineer

Join the Olarm Team: Where Innovation and Collaboration Thrive!

At Olarm, we're not just a company – we're a passionate team of forward-thinkers, tech enthusiasts, and problem solvers. Our mission to revolutionise the home security and monitoring markets is driven by a set of core values that define who we are and how we work together. We believe in harnessing the power of cutting-edge IoT technology to make a real difference in people's lives.

We are very big on our culture and company values so be sure to have a look at what we value below and apply if you think you can see yourself working with the Olarm team.

Creative & Innovative Minds: We're on a continuous journey of discovery, pushing the boundaries of what's possible. Bring your creative ideas and innovative spirit to the table, as we challenge conventions and embrace new solutions.

Collaborative Energy: At Olarm, collaboration is more than just a buzzword – it's how we achieve greatness. We value diverse perspectives, foster open communication, and support one another to reach our collective goals.

Results-Driven Focus: We don't just aim for success; we make it happen. We're a team of motivated individuals who thrive on delivering results.

Personal Impact: You will have a personal impact on people's lives being in the home security industry. Join us in shaping the future of IoT and home security, leaving a lasting impact.

Learning Culture: In a fast-paced industry, learning never stops. We encourage continuous growth, providing opportunities to expand your skill set, explore new technologies, and elevate your career to new heights.

State-of-the-Art Tooling: We believe in empowering our team with the best tools available. At Olarm, you'll have access to modern, state-of-the-art AI and developer tooling to help you move faster, solve complex problems, and focus on what matters most—building great products.

We are looking for a technically strong and customer-focused Pre-Sales Engineer to support customers, partners, and installers in the field.

This role combines technical support, troubleshooting, onsite assistance, and technical training. The successful candidate will work closely with customers and partners to ensure successful installations, system reliability, and strong product understanding across the market.

The ideal person is practical, technically capable, and an excellent communicator who enjoys working directly with customers and solving real-world technical problems.

Key Responsibilities

• Field Technical Support
• Provide onsite and remote technical support to customers, installers, and partners.
• Troubleshoot and resolve issues related to:
• Hardware
• Networking
• Connectivity
• Device configuration
• System integrations
• Support installation, commissioning, and setup of products in the field.
• Escalate complex issues to Engineering or Product teams where necessary.
• Technical Training & Enablement
• Conduct technical training sessions for:
• Customers
• Installers
• Partners
• Internal teams
• Develop and maintain training materials, guides, and technical documentation.
• Ensure customers and partners are properly enabled to install, configure, and support products effectively.
• Deliver both onsite and virtual training workshops.
• Travel may be required in and outside of South Africa.
• Partner & Installer Support
• Build strong working relationships with installers, technical teams, and channel partners.
• Provide ongoing technical guidance and support to improve installation quality and customer outcomes.
• Support partners during complex deployments or escalations.
• Technical Problem Solving & Escalations
• Investigate technical issues and perform root cause analysis.
• Work closely with Product and Engineering teams to identify recurring issues and improvements.
• Assist in documenting common technical issues and resolutions.
• Product & Systems Knowledge
• Develop a deep understanding of:
• Product functionality
• Hardware systems
• Networking environments
• Mobile and cloud platforms
• Stay up to date with product updates, new features, and industry trends.
• Cross-Functional Collaboration
• Work closely with Customer Support, Engineering, Product, and Sales teams.
• Provide structured feedback from the field to support product improvements and customer experience enhancements.
• Assist in improving internal support processes and technical workflows.

Requirements

• 3–5+ years of experience in:
• Technical support
• Field support
• Technical training
• Installation or systems support
• Strong technical troubleshooting capability.
• Experience with:
• Networking
• Routers/firewalls
• IoT or connected devices
• Mobile applications
• Cloud-connected systems
• Comfortable working onsite with customers and partners.
• Strong communication and presentation skills.
• Ability to explain technical concepts clearly to non-technical users.
• Valid driver’s license and willingness to travel when required.

Desirable Experience

• Experience within:
• Security
• Alarm systems
• IoT
• Telecommunications
• Technical field services
• Experience delivering technical workshops or training sessions.
• Familiarity with CRM and ticketing systems.

Key Competencies

• Strong technical and troubleshooting mindset
• Excellent communication and interpersonal skills
• Hands-on and customer-focused
• Calm under pressure and solutions-oriented
• Organised and proactive

What Success Looks Like In This Role

• High-quality technical support and issue resolution
• Well-trained and confident customers and partners
• Reduced escalations and installation issues
• Strong field relationships and customer satisfaction
• Valuable technical feedback flowing back into the business

Benefits

• Exciting Workspace.
• Cutting-Edge Technology.
• Engaging Projects and Innovations.
• High-Tech Atmosphere.
• Versatile Experience - Get exposure to a wide range of things.
• Involvement in Manufacturing Processes - End-to-End Involvement.
• Inspiring Work Environment.

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