Stone - Support Manager - Support Denver, CO

BearCom•Lakewood, CO

1d•Hybrid

About The Position

Stone Security LLC, a BearCom company, is a fast-growing physical security systems integrator specializing in enterprise-class video surveillance, access control, and intrusion detection solutions for customers across North America. Acquired by BearCom in December 2024, Stone Security brings deep expertise in designing, installing, and supporting mission-critical security infrastructure for enterprise clients. Together, BearCom and Stone Security deliver end-to-end voice, video, and data solutions that keep organizations safe, connected, and operationally efficient. The Support Manager is responsible for overseeing Stone Security's technical support operations, including Tier 1–3 support, service tickets, maintenance agreements, and customer escalations for our portfolio of video surveillance, access control, and related physical security solutions. This role manages a team of support engineers/administrators, sets performance standards, and partners closely with project management, field operations, and OEM partners (e.g., Axis, LenelS2, Milestone) to deliver timely, high-quality support for enterprise customers. The Support Manager will serve as the operational and strategic leader for Stone Security's post-installation customer experience, ensuring high system uptime, rapid issue resolution, and exceptional service delivery that drives customer retention and growth.

Requirements

Bachelor's degree in Information Technology, Engineering, Security Management, or equivalent experience.
5+ years of experience in technical support, service operations, or NOC/help-desk roles, with at least 2+ years in a leadership or people-management capacity.
Experience working for a security systems integrator, managed service provider, or similar environment supporting enterprise IP video, access control, or related physical security technologies strongly preferred.
Working knowledge of one or more leading security platforms (e.g., Axis, Milestone, LenelS2, Genetec, Avigilon, or similar).
Strong analytical and problem-solving skills with the ability to manage multiple priorities and escalations in a fast-growing environment.
Excellent communication and customer-service skills, with the ability to translate technical concepts for non-technical audiences.
Experience with ticketing systems, remote-support tools, and documentation/knowledge-base platforms.
Ability to collaborate across distributed teams and work closely with Sales, Operations, Engineering, and vendor partners.

Nice To Haves

Certifications from key OEM partners (e.g., Axis, Milestone, LenelS2) or related network/security vendors.
IT/networking background (TCP/IP, VLANs, PoE, VPN, Windows Server, virtualization) supporting IP-based security systems.
Experience managing support for multi-site enterprise customers across North America.
Familiarity with ITIL, service management frameworks, or related best practices.

Responsibilities

Lead, mentor, and develop a team of support engineers, administrators, and coordinators; set clear performance goals and provide regular coaching and feedback.
Foster a culture of customer excellence, technical rigor, and continuous improvement within the support team.
Conduct regular 1:1s, performance reviews, and skills assessments; identify training and development opportunities to elevate team capabilities.
Own day-to-day support operations, including ticket triage, assignment, and resolution across phone, email, and remote-access channels, with a focus on meeting SLAs and customer satisfaction targets.
Ensure effective support for deployed systems including IP video surveillance, access control, intrusion detection, and related networking components, coordinating field dispatch when on-site work is required.
Monitor key metrics (ticket volume, response/resolution times, first-contact resolution, system uptime, customer satisfaction) and regularly report performance to Stone Security and BearCom leadership.
Standardize and continuously improve support processes, documentation, runbooks, and knowledge bases to drive consistency and scalability as the organization grows.
Serve as the primary point of escalation for complex or high-impact customer issues, working with internal technical experts and manufacturer partners (Axis, LenelS2, Milestone, etc.) to drive resolution.
Maintain strong customer relationships through proactive communication during critical incidents and post-incident follow-up to prevent recurrence.
Champion the voice of the customer in roadmap and process discussions, feeding recurring issues or enhancement requests back to internal stakeholders and OEM partners.
Oversee support contracts and maintenance agreements, ensuring services are delivered as sold and opportunities for renewals and upsells are communicated to Sales and Account Management.
Coordinate closely with project managers and installation teams to ensure a smooth handoff from project completion into support, including transition documentation and customer training needs.
Support onboarding of new customers and sites into Stone Security's monitoring/support programs, ensuring configurations, access, and alerts are correctly set up.
Partner with Sales, Account Management, Engineering, and Field Operations to deliver seamless customer experiences from pre-sale through long-term support.
Work closely with BearCom corporate teams to align Stone Security support standards with enterprise-wide best practices and reporting requirements.
Engage regularly with OEM partners (Axis, LenelS2, Milestone, Genetec, etc.) to stay current on product updates, troubleshooting techniques, and escalation pathways.