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Hybrid Technical Support Specialist

at Senstar
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Posted last month

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About the role

  • Create and manage technical support cases submitted via phone, email, or web portal
  • Diagnose, troubleshoot, and resolve technical issues across Senstar’s product portfolio (VMS, video analytics, access control, intrusion detection)
  • Accurately document all support interactions and troubleshooting steps in the case management system
  • Ensure timely follow-up and resolution of cases within defined Service Level Agreements (SLAs)
  • Collaborate with team members to solve complex or cross-functional issues
  • Escalate unresolved cases to senior support or development teams with clear documentation
  • Reproduce, document, and submit software defects as needed
  • Record and relay customer feature requests or product feedback to product teams
  • Contribute to internal knowledge base articles and documentation
  • Stay current with industry technologies, product updates, and support best practices
  • Provide occasional after-hours/on-call support and rare on-site customer assistance
  • Assist with setting up internal test environments and installations as needed

Requirements

  • Excellent analytical, troubleshooting, and diagnostic abilities
  • Strong customer focus and communication skills (verbal and written)
  • Solid understanding of networking protocols and infrastructure
  • Proficiency in Microsoft Windows OS (Windows 10/11, Server 2019/2022/2025)
  • Intermediate experience with Microsoft SQL Server (2019/2022)
  • Highly self-motivated with strong organizational and multitasking skills
  • College diploma or degree in Computer Science (or related field), or equivalent experience
  • Minimum 3 (three) years in a technical support role (Tier 1 or Tier 2)
  • Supporting and troubleshooting computer hardware and software
  • Supporting Microsoft Windows Server (2019/2022/2025) environments (min. 2 years)
  • Supporting users on Microsoft Windows 10/11 (min. 2 years)
  • Experience with Video Management Systems (VMS), video analytics, CCTV, access control, or perimeter intrusion devices (PIDs) (asset)
  • Knowledge of Wireshark or similar network analysis tools (asset)
  • Familiarity with virtualization platforms (VMware, Hyper-V, VirtualBox) (asset)
  • Scripting (PowerShell, batch, etc.) (asset)
  • Exposure to Windows Server Clustering or SQL Always On (asset)
  • Certifications such as CCNA/CCNP, Network+, MCSE, or equivalent (asset)
  • Eligibility for Secret Clearance (must be within a few months of receiving citizenship status)

Benefits

  • Extensive training and development
  • Hybrid working environment
  • Competitive compensation program
  • Deep industry roots (more than 40 years)
  • Opportunity to work with a globally dispersed and supportive team
  • Continuous improvement and innovation culture
  • Inclusive and accessible workplace with accommodation during hiring process

Job title

Technical Support Specialist

Job type

Full Time

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

Associate's Degree

Tech skills

MS SQL ServerSQLVMware

Location requirements

HybridWaterlooCanada

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