Technical Support Engineer

Technical Support Engineer - Tier 2
Flir Instruments • Technical Support Organization

Full-Time • Field & In-House • Up to 50% Travel (Domestic & International)

About the Role
At Flir, we build technologies that help people see what matters most. Our Instruments organization serves a wide range of industrial customers — from utilities and manufacturers to data centers and fulfillment operations — who rely on our thermal cameras and test equipment to keep their operations safe, efficient, and running.

As a Tier 2 Technical Support Engineer, you will be at the intersection of cutting-edge hardware and enterprise software, delivering advanced support to our customers and empowering our Tier 1 support team. This is a dynamic, highly visible role that combines deep technical expertise with meaningful field engagement — no two days look exactly the same. You will own complex cases from initial escalation through complete resolution, travel to customer sites to implement and train on our asset management and inspection software solutions, and serve as a trusted technical advisor to some of our most valued customers.

Beyond direct customer engagement, this role sits at a unique crossroads within the organization. You will work closely with Product Management, Sales, and R&D teams — bringing real-world field insights back into the business, informing product development, and partnering with sales to ensure customers are set up for success from day one. Your voice will carry weight across the organization.

This role is ideal for an experienced technical support professional who thrives in a fast-paced environment, genuinely enjoys solving challenging problems, and finds satisfaction in building strong relationships with both customers and colleagues.

What You’ll Do
Customer & Field Support

• Travel to customer sites (up to 50% of the time, domestic and international) to provide hands-on technical support, software implementation, and solution deployment.
• Lead the setup and implementation of Flir’s asset management, inspection, and maintenance software solutions for industrial enterprise customers.
• Train customers to effectively use Flir software in concert with our hardware products, ensuring they achieve full value from their investment.
• Provide ongoing remote and on-site application support, troubleshooting hardware and software issues with urgency and thoroughness.
• Deliver a consistently positive customer experience, even in demanding or time-sensitive situations.

Tier 1 Team Enablement

• Serve as the primary technical escalation point for Tier 1 support agents, guiding them through complex troubleshooting scenarios.
• Mentor and coach frontline representatives, building their product knowledge and problem-solving capabilities.
• Develop and maintain internal knowledge base articles, troubleshooting guides, and technical documentation to elevate team performance and consistency.

Case Ownership & Resolution

• Own escalated support cases end-to-end, taking full accountability for timely and effective resolution.
• Manage multiple open cases simultaneously with strong organizational discipline and transparent communication to customers and internal stakeholders.
• Document findings and resolutions accurately to support institutional knowledge and continuous improvement.

Cross-Functional Collaboration

• Partner with product engineering teams to report and track identified product issues, providing detailed observations from the field.
• Collaborate closely with sales, product management, and service colleagues to ensure a cohesive and positive customer journey.
• Contribute insights from customer interactions to inform product improvements and support strategy.

What You’ll Bring
We’re looking for a seasoned professional who combines technical depth with strong interpersonal skills and a customer-first mindset.

Required Qualifications

• Bachelor’s degree in a relevant field; equivalent professional experience in lieu of degree will be considered.
• 5 or more years of experience in a technical support or field support engineering role, preferably within an industrial or instrumentation-focused environment.
• Demonstrated experience supporting hardware products and enterprise software solutions in customer-facing settings.
• Proven ability to independently troubleshoot complex hardware and software issues, with excellent diagnostic reasoning and problem-solving skills.
• Experience with software implementation, configuration, and end-user training in industrial or enterprise environments.
• Strong verbal and written communication skills in English; ability to convey complex technical concepts clearly to both technical and non-technical audiences.
• Proficiency with Microsoft Office tools (Outlook, Word, Excel).
• Willingness and ability to travel up to 50% of the time, with domestic and international trips typically lasting 2 to 5 days.
• Self-directed and organized, with the ability to manage multiple priorities autonomously while keeping internal teams and customers well-informed.

Preferred Qualifications

• Experience with thermal imaging cameras, test and measurement instruments, or related industrial hardware.
• Familiarity with asset management, inspection, or maintenance software used in industrial enterprise settings.
• Fluency in additional languages beyond English is a plus.
• Background in industries such as utilities, manufacturing, data centers, or fulfillment/operations.

Who We Are — Our Team & Culture
Our global Technical Support team is made up of highly qualified, passionate individuals who are deeply committed to customer success. We’re a collaborative group that takes quality seriously and holds ourselves to a high standard — but we also genuinely enjoy the work and each other. When a colleague is wrestling with a tough case, we lean in. When a customer succeeds, we celebrate it together.

We believe the best support comes from people who are curious, engaged, and care about doing things right. You’ll join a team that values your expertise, invests in your development, and trusts you to bring your best every day. High performance here doesn’t mean pressure for pressure’s sake — it means being surrounded by people who push each other to grow and consistently deliver for the customers who depend on us.

If you’re energized by the idea of solving diverse, real-world technical challenges for customers across some of the most critical industries in the world — and you want to do it alongside a team that has your back — we’d love to hear from you.

This position requires access to export-controlled information or items (i.e. regulated technology or technical data per ITAR/EAR US regulations). Applicants must be eligible to apply for and obtain the appropriate export control license from the U.S. Departments of State or Commerce.

Teledyne and all of our employees are committed to conducting business with the highest ethical standards. We require all employees to comply with all applicable laws, regulations, rules and regulatory orders. Our reputation for honesty, integrity and high ethics is as important to us as our reputation for making innovative sensing solutions.

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Location: Sweden - Täby