Service Technical Support Specialist

Datawatch Systems, Inc•Bethesda, MD

1d•$23 - $25•Onsite

About The Position

The Service Technical Support Specialist remotely reviews, diagnoses, troubleshoots, and supports technical issues involving customer systems before and during field service. The role attempts to resolve issues remotely when appropriate, determines when field service is required, supports technicians during service visits, documents technical findings, and helps ensure service tickets contain accurate technical evidence. Systems supported include access control, CCTV/video, burglar alarm, fire alarm monitoring, elevator phone monitoring, network/headend communication, system diagnostics, device health, and customer support workflows. The schedule is Monday through Friday, 8 a.m. to 4 p.m. The position is located in Bethesda, Maryland, with no travel. Applicants must be willing to submit to drug screening and a criminal background check. The listed salary range is $23.00–$25.00 per hour.

Requirements

Strong technical troubleshooting ability.
Ability to diagnose issues remotely using system dashboards, logs, account records, and customer information.
Working knowledge of access control, CCTV/video, burglar alarm, fire alarm monitoring, elevator phones, communications, networking, and customer support workflows.
Ability to distinguish remotely resolvable issues from those requiring field service.
Ability to communicate clearly with customers, technicians, service coordinators, central station personnel, account managers, and managers.
Strong documentation discipline and ability to maintain evidence quality.
Ability to prioritize urgent, life-safety, security, and customer-impacting issues.
Professional judgment when handling alarm, fire, monitoring, or customer-impacting matters.
Willingness to submit to drug screening and a criminal background check.

Nice To Haves

Technical support experience in access control, CCTV, alarm systems, managed security services, central station monitoring, low-voltage systems, or field service.
Experience supporting field technicians.
Experience with alarm signal testing, access-control panels, video systems, network communication, cellular/IP communicators, telephone-entry systems, and customer accounts.
Experience with service management platforms and diagnostic monitoring.

Responsibilities

Review client-reported issues and diagnostic monitoring alerts to identify the affected system, device, site, account, or service.
Perform remote triage before dispatch where practical, including reviewing system status, communications, event history, device status, programming, credentials and users, signal history, and customer verification.
Determine whether an issue can be resolved remotely, requires customer action or further investigation, or should be converted into a Technical Support service request.
Document triage steps, findings, test results, and disposition decisions in incident or ticket records.
Resolve eligible issues remotely, including programming corrections, account updates, user or credential corrections, device communication review, approved system resets, software or service checks, alarm signal review, and configuration adjustments.
Confirm resolution using system evidence, customer confirmation, event logs, signal tests, diagnostic recovery, or monitoring confirmation; close incidents only after required evidence and customer communication are complete.
Identify recurring or systemic issues that may require corrective action or engineering review.
Provide technical guidance to field technicians before or during service calls, reviewing incident notes, equipment history, system configuration, communication paths, customer account data, and troubleshooting recommendations.
Assist technicians with testing, configuration, signal verification, video/access review, monitoring setup, communicator troubleshooting, DoorKing telephone-line troubleshooting, and escalation decisions.
Receive tickets back from technicians when remote account changes, monitoring platform updates, programming changes, or additional technical review are needed.
Troubleshoot monitoring account issues, signal testing, fire and burglar alarm communication paths, cellular/IP path failures, elevator phone monitoring issues, and central station account configuration concerns.
Coordinate with central station monitoring to review signal receipt, dispatch instructions, account status, test mode, emergency contacts, or monitoring activation.
Support controlled handling of fire monitoring communication path failures and temporary path-status changes when authorized by policy and procedure; document findings, test results, and corrective action.
Determine when an incident should be converted into a service request based on remote triage, field access needs, equipment failure, wiring/power/network issues, life-safety concerns, customer impact, or repeated failure, and create a request with sufficient technical scope and evidence for dispatch.
Escalate unresolved, recurring, high-risk, life-safety, monitoring, compliance, or customer-impacting issues to the appropriate manager or department.
Open or recommend corrective action when repeat failures, process gaps, documentation weaknesses, or system-level issues are identified.
Support billing review by documenting whether an issue appears related to customer infrastructure, carrier/phone/internet service, vandalism, acts of nature, customer or third-party damage, company-provided headend equipment, or normal covered failure.

Benefits

Choice of medical insurance plans.
Choice of two dental insurance plans.
Vision insurance.
Medical and dependent care FSA accounts.
401(k) plan with a discretionary employer match.
529 plan access.
Employee Assistance Program.
Commuter and parking benefit.
Short-term and long-term disability insurance.
Employer-paid $50,000 life and AD&D insurance.
Voluntary life insurance for employee, spouse, and children.
Voluntary portable accident and critical illness insurance and hospital indemnity coverage.
Annual performance evaluation and salary adjustment consideration.
Paid holidays, sick leave, and vacation leave.
Job-related tuition reimbursement.