Remote Support Engineer

Unlimited Technology•PA Office, Remote, PA

1d•$85,000 - $110,000•Remote

About The Position

The Remote Support Engineer is a senior technical resource who resolves complex issues across supported security platforms and serves as the assigned technical escalation point for Remote Support Engineer I and II personnel. Remote access is the primary means of support. The role supports customers submitting service requests who can be reached remotely, with Shield agreement accounts receiving priority. This position serves as a subject matter expert for supported platforms, leads remote troubleshooting in enterprise, multi-site, and mission-critical environments, and develops and recommends troubleshooting procedures, knowledge articles, and support best practices. It is the Escalate, Resolve and Improve level. The position reports to the Remote Support Engineering Manager and has no direct reports. Work is assigned through the Remote Support Ticket Request Queue. The engineer escalates to the manager and works closely with Service, Project Management, Installation, Systems Engineering, and manufacturers. As a senior individual contributor and technical authority, the role provides technical leadership, peer review, mentoring, and escalation support without direct personnel management responsibility. The role is primarily office-based and involves prolonged periods sitting and working at a computer, with communication in person, by phone, and through virtual platforms. The engineer may need to be available outside standard business hours for coverage and escalation, participate in the on-call rotation, and occasionally access customer and project sites, equipment rooms, and construction areas. Travel of up to 20% is required.

Requirements

Bachelor’s degree in Engineering, Computer Science, Information Technology, or a related technical field, or equivalent experience.
At least 8 years of technical experience in electronic security, systems integration, or technical support, including enterprise and mission-critical environments.
Advanced experience troubleshooting and supporting integrated security systems remotely, including access control, video management, intrusion detection, and intercom systems.
Experience with multiple enterprise platforms, which may include Genetec, Software House (CCURE), Hirsch, Gallagher, Lenel, AMAG, Milestone, Exacq, DMP, Radionix, BVMS, Mercury platforms, Hanwha, Axis, Verkada, Avigilon, Brivo, and Salient CompleteView.
Advanced knowledge of networking, servers, databases, virtualization, and operating systems, including TCP/IP, VLANs, routing, switching, DNS, DHCP, Windows Server, and firewall configuration.
Working knowledge of cybersecurity, system hardening, and secure remote-access practices.
Advanced manufacturer certification on primary supported platforms, maintained throughout employment, and demonstrated advanced proficiency across multiple supported technologies.
Demonstrated ability to mentor engineers, review technical documentation, and serve as a technical escalation point.
Ability to manage multiple complex technical issues and priorities in a fast-paced support environment.
Proficiency with ticketing, documentation, and knowledge management tools, Bluebeam for reviewing drawings and as-built records, and Microsoft Office.
Ability to travel up to 20%.
Ability to meet applicable customer, site-access, badging, and background investigation requirements.
Valid driver’s license and acceptable driving record.
Ability to stand, walk, bend, stoop, kneel, reach, and climb ladders when accessing customer and project sites.
Ability to wear required personal protective equipment.
Ability to lift and carry up to 20 pounds occasionally; assistance or mechanical aid is required for heavier items.

Responsibilities

Provide advanced remote technical support and resolve complex issues across integrated security systems, including enterprise and multi-site environments.
Serve as the assigned technical escalation point for complex service issues and Remote Support Engineer I and II personnel.
Analyze system architecture, configurations, logs, databases, communications, and network performance to determine root cause of difficult issues.
Lead advanced technical escalations with manufacturers and vendors through resolution.
Provide remote support for small-scale project work and identify when project scope exceeds the support team's capacity without affecting service response.
Participate in the on-call rotation and provide extended-hours coverage as a senior escalation resource.
Serve as a primary technical contact for assigned service requests from initial response through resolution.
Provide timely customer status updates and communicate troubleshooting activities, findings, and recommended actions clearly.
Set expectations regarding response, diagnosis, and resolution, including issues requiring on-site support or manufacturer/vendor involvement.
Confirm customers understand request status, next steps, and any actions required before closing communication on an issue.
Communicate with field technicians during active troubleshooting, providing direction and diagnostic guidance and confirming findings.
Keep Service, Project Management, Installation, and Systems Engineering informed of issue status, dependencies, and effects on schedule, scope, or customer expectations.
Escalate promptly with documented context and findings when an issue exceeds the engineer’s scope, authority, or available information.
Document communications, commitments, and agreed next steps in ticket records.
Lead preventative maintenance support on complex and enterprise systems, verify testing through software applications, confirm operation, and report results to clients.
Deliver and oversee Shield agreement maintenance obligations on complex accounts, including software and firmware upgrades, patching, and system health checks.
Deliver end-user training to enterprise and multi-site customers.
Develop and recommend troubleshooting procedures, technical standards, knowledge articles, and support best practices for approval.
Identify recurring and systemic issues and recommend design modifications, maintenance practices, configuration changes, or equipment replacement to improve reliability and performance.
Provide technical guidance and mentoring to Remote Support Engineer I and II personnel and review technical documentation and service records for accuracy.
Support engineering and project teams with technical assessments, system recommendations, and turnover readiness, and participate in customer technical meetings.
Lead application of cybersecurity, system hardening, and secure remote-access practices across customer environments.
Maintain advanced manufacturer certifications across supported platforms, including recertification as platforms release new versions.
Assume work from other engineers during absence, deadline pressure, or capacity constraints as assigned.
Follow site-specific safety programs when visiting customer and project sites, and stop work and escalate when conditions are unsafe.
Maintain professional conduct in occupied, escorted, and secure customer environments, and protect confidential customer security information, credentials, and system documentation.
Perform other duties as assigned.