Stone - Support Engineer, Salt Lake City (Remote)

BearCom•Garland, TX

2d•Remote

About The Position

Stone Security, part of BearCom, is seeking a Support Engineer to provide technical support and troubleshooting for security software and hardware systems, including Milestone, LenelS2, and other integrated products. The role maintains, integrates, and optimizes security solutions to ensure reliable operation for customers. It includes diagnosing and resolving system issues, coordinating service and maintenance, supporting installations and upgrades, and ensuring work complies with applicable Federal, State, and local regulations. The position requires ownership of the customer experience from installation through service, support, patching, and upgrades. The Support Engineer works with customers and internal Projects and Sales teams to support system design and implementation, provide consultation, and maintain customer satisfaction. The role also supports internal troubleshooting, documentation, and knowledge sharing, keeps current with industry developments and security practices, and may travel to support existing and potential customers. Stone offers on-the-job training and covers fees associated with most professional certifications. The job posting describes the position as remote, while its job details list the location as Work From Home - Home, TX; the title references Salt Lake City.

Requirements

At least 2 years of experience in security systems support, technical support, or a related IT field.
Proficiency in Milestone, LenelS2, and 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 and ability to manage multiple tasks and prioritize workload.
Self-starter attitude and customer ownership.

Nice To Haves

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.
AWS or other cloud infrastructure experience.
Networking experience and a high-level understanding of corporate architecture.
Security systems certifications, such as Milestone or LenelS2 certifications.

Responsibilities

Provide technical support and troubleshooting for security software and hardware systems, including Milestone and LenelS2.
Diagnose and resolve system performance issues to ensure optimal functionality.
Perform custom system 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 service work complies with applicable Federal, State, and local regulations.
Assist with installation, configuration, and support of electronic security solutions.
Collaborate with Projects and Sales teams on system design, implementation, and customer needs.
Provide consultation on system performance, maintenance, and upgrades.
Maintain strong client relationships through customer service.
Support internal teams with troubleshooting, documentation, and knowledge sharing.
Stay updated on industry trends, emerging technologies, and security best practices.
Travel to support existing and potential customers.
Perform other duties as assigned by Management.
Own the customer experience from installation through service, support, patching, and upgrades.