Technical Support Engineer managing customer support for Smarsh products and services. Focusing on issue diagnosis, troubleshooting, and ensuring customer satisfaction.
About the role
- Support Engineer providing technical support and troubleshooting for Stone's security software systems. Ideal for detail-oriented candidates with strong IT and customer service skills in a hybrid work environment.
Responsibilities
- Provide technical support and troubleshooting for security software and hardware systems, including Milestone, LenelS2, and DMP.
- Diagnose and resolve system performance issues, ensuring optimal functionality.
- Perform custom systems integrations, detailed system upgrade planning, and system audits.
- Schedule and coordinate service and maintenance calls with customers.
- Perform routine and corrective maintenance of installed security and access control systems.
- Ensure all service work complies with applicable Federal, State, and local regulations.
- Assist with the installation, configuration, and support of electronic security solutions.
- Collaborate with the Projects and Sales teams to support system design, implementation, and customer needs.
- Provide expert consultation on system performance, maintenance, and upgrades.
- Maintain strong relationships with clients by delivering exceptional customer service.
- Support internal teams with troubleshooting, documentation, and knowledge sharing.
- Stay updated on industry trends, emerging technologies, and security best practices.
- Perform any other duties as assigned by Management.
Requirements
- 2+ years of experience in security systems support, technical support, or a related IT field.
- Proficiency in Milestone, LenelS2, DMP, or similar security software platforms.
- Strong troubleshooting and problem-solving skills for security, video surveillance, and access control systems.
- Ability to read and interpret technical manuals, schematics, and wiring diagrams.
- Excellent customer service and communication skills.
- Strong organizational skills with the ability to manage multiple tasks and prioritize workload.
- Preferred: Associate’s or Bachelor's degree in IT, Computer Science, Engineering, or a related field.
- Experience with networking concepts, IP-based security systems, and system integrations.
- Certifications in security systems (e.g., Milestone, LenelS2, DMP) are a plus.
Benefits
- Highly Competitive Compensation
- Medical, Dental, and Vision Insurance
- Company-Paid Life and Short-Term Disability
- Paid Holidays
- Generous Paid Time Off
- Matching 401k Plan
- Employee Referral Bonus
- Tuition Reimbursement
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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