Product Engineer

Job: Product Engineer

Location:Glasgow (Hybrid – 3 days per week in the office)

Department: Digital Technology

Who we are:

At Safehinge Primera we have a clear purpose.

Together we design for good.

We help protect people through vulnerable times.

We’re no start-up. We are an established, profitable, market-leader, supplying into 70% of NHS Trusts with the business growing quickly in the UK, USA and Australia. We are three times winner of the Design in Mental Health – Best Product award.

We envisage, design and deliver innovative products, which dramatically improve peoples’ lives in challenging environments such as schools, hospitals and mental health facilities. Our designs make a positive difference.

We’ve got a track record of success designing and delivering best in class products that improve lives. We have grown significantly in the last three years, and our aim is to reach £30m of global revenue in the next three years and increase our impact; through profitable growth we can help more people through vulnerable times.

We are a fast-growing company who continually set the bar high for ourselves. We’re committed to continuously raising the standard of the sectors in which we operate. Importantly, we do this together, as a team.

Role Summary

We are seeking a versatile and hands-on Product Engineer to be the crucial link between our products and our customers. You will be responsible for the entire post-sales technical lifecycle, from initial site surveys and installation to commissioning, troubleshooting, and ongoing support.

The ideal candidate is a natural problem-solver who thrives in a dynamic environment, combining deep technical expertise in networking and electronics with exceptional customer-facing skills. You will not only fix issues in the field but also play a vital role in improving our products and support processes by defining requirements for new diagnostic and operational tools.

This role requires significant travel across the UK and potentially internationally.

Key responsibilities:

Installation & Commissioning:

· Conduct pre-installation site surveys to assess feasibility and define technical requirements.

· Perform hands-on installation, configuration, and commissioning of our hardware and software solutions at customer sites.

· Validate system installations against design specifications and ensure full functionality.

· Work collaboratively with customers to configure systems according to their unique operational needs.

Technical Support & Fault Finding:

· Provide expert on-site and remote technical support to customers.

· Perform systematic fault finding and diagnostics on complex issues involving hardware, software, and networking.

· Conduct thorough root cause analysis (RCA) to identify underlying problems and prevent recurrence.

· Implement rapid and effective solutions in the field to minimise customer downtime.

Customer & Stakeholder Management:

· Act as a primary technical point of contact for customers, building strong, trusted relationships.

· Clearly communicate technical issues to both technical and non-technical audiences.

· Expertly manage customer expectations regarding issue resolution timelines and system capabilities.

· Liaise with internal engineering and product teams to provide feedback from the field.

Process & Tooling Improvement:

· Identify and define requirements for new tools and equipment to improve the efficiency and accuracy of debugging, diagnostics, and installations.

· Contribute to the creation and maintenance of technical documentation, installation guides, and best practice knowledge bases.

· Analyse trends in field failures and support requests to recommend product enhancements and operational improvements.

What you’ll bring

At Safehinge Primera we look for people who will add to our organisation and align with our Purpose and Values. Your experience, skills and competences will include:

Essential:

• Proven experience in a field-based technical role, such as Field Service Engineer, Technical Support Engineer, or a similar position.
• Strong practical knowledge of networking principles and protocols (TCP/IP, LAN/WAN, DNS, DHCP, firewalls, and VPNs).
• Hands-on experience with the physical installation and commissioning of electronic hardware and systems.
• Proficiency in installing, configuring, and troubleshooting software on various operating systems (e.g., Windows, Linux).
• Demonstrable experience in logical fault finding, troubleshooting, and root cause analysis.
• Exceptional customer interaction and communication skills, with the ability to manage expectations under pressure.
• Self-motivated and able to work autonomously with minimal supervision.
• Must hold a full UK driving licence.
• Must hold a valid passport and be willing and able to travel extensively throughout the UK and occasionally to the US.

Desirable:

• A formal qualification (HND, Bachelor\’s degree, or equivalent) in Electronic Engineering, Computer Science, or a related field.
• Industry certifications such as CompTIA Network+, CCNA, or equivalent.
• Experience with network analysis tools (e.g., Wireshark).
• Scripting skills for automation or diagnostics (e.g., Python, Bash).
• Experience using ticketing systems (e.g., Jira, Zendesk) and creating technical documentation.
• Experience working in fields such as medical devices or smart building would be a significant advantage.

What we’ll offer

● Competitive salary

● Discretionary profit share

● Annual leave increases with length of service

● Death in Service Benefit

● Enhanced company sick pay

● Cycle to Work

● Employee Assistance Programme

● Peer recognition programme

● Discounted gift cards

● The opportunity to develop and grow your career within a fast-growing SME

This is a full-time role and travelling to customer sites will be required. Please note that we’ve detailed the key responsibilities and output required from the role. As we’re a dynamic and fast-moving organisation, this is not a definitive summary, and responsibilities may well change and evolve over time.

At Safehinge Primera, we’re more about team than title. We welcome applications from all sections of the community and people from all backgrounds. We\’re committed to building an inclusive workplace that promotes and values differences, where everyone from any background can do their best work.

Application Deadline: 14th September 2025

Job Types: Full-time, Permanent

Salary: Up to £50,000 per annum + car allowance