Senior Support Engineer

Minuteman Security Technologies•Cranston, RI

16d•$87,900 - $135,400

About The Position

The Senior Support Engineer provides advanced technical support, serving as an expert in troubleshooting complex security system issues. This role involves leading technical resolutions, supporting escalated cases, and mentoring junior support engineers. The Senior Support Engineer collaborates closely with engineering teams to improve system functionality and provide in-depth solutions to customer and internal technical challenges. What you’ll be doing (and doing well!): Lead technical support efforts for complex issues related to access control, CCTV, alarm systems, and other security technologies. Act as an escalation point for high-priority or technically challenging support tickets, coordinating with field teams and customers to resolve issues quickly. Troubleshoot and resolve advanced system, network, and software issues remotely or on-site when necessary. Mentor and train junior support engineers, providing guidance on troubleshooting best practices and customer service skills. Collaborate with product and engineering teams to identify system improvements and product enhancements based on recurring issues and customer feedback. Maintain and update technical documentation, FAQs, and knowledge base articles. Stay up-to-date with the latest advancements in security technologies and industry standards. Perform other job-related duties as assigned.

Requirements

Associate degree in electronics, IT, or a related field; industry certifications (e.g., CompTIA, Microsoft, NICET) are a plus.
5+ years of experience in technical support, with 2+ years in a senior or escalated support role, preferably in the security industry.
In-depth knowledge of security system technologies, including system integration, IP networks, and security software.
Excellent troubleshooting skills and ability to resolve complex issues independently.
Strong customer service orientation with the ability to communicate effectively across various stakeholders.
Proficiency with support ticketing and remote diagnostic tools.
Experience leading support projects and training team members is preferred.

Responsibilities

Own It: Focus on excellence in everything you do and each interaction you have with all clients
Learn: Absorb the training. Make yourself an expert on our portfolio of solutions
Represent: Always understand that you are the face of the company to our customers
Diversity: Every project and service call are different so you must enjoy variety in your workday
Work as One Team: Work closely with Minuteman’s sales, management, and operations teams to best serve our customers
Find a way: Turn challenges into opportunities
Play To Win.