Remote Support Engineer

Role overview Provide senior-level remote support for integrated security systems, resolving difficult technical incidents across enterprise, multi-site, and mission-critical environments. This individual contributor serves as a technical escalation point for less senior support engineers, guides troubleshooting through resolution, and helps improve support practices without direct personnel management.

Responsibilities - Diagnose and resolve complex issues by examining system architecture, configurations, logs, databases, communications, and network performance. - Handle escalations from customers and junior engineers, and coordinate with manufacturers or vendors to reach resolution. - Keep customers informed throughout service requests, explaining findings, next steps, and any actions needed from them. - Guide field technicians during active investigations and coordinate with service, installation, project management, and engineering teams. - Support small remote project work, identify when work exceeds support capacity, and contribute troubleshooting guidance and knowledge resources. - Participate in on-call and extended-hours coverage as a senior escalation resource.

Requirements - Extensive technical capability across supported integrated security systems and complex enterprise environments; the source does not specify particular platform names. - Strong troubleshooting and root-cause analysis skills, including experience investigating system, database, communications, and network behavior. - Clear customer communication and the ability to coordinate technical work across teams and vendors. - Ability to manage multiple complex issues in a fast-paced support setting and use ticketing, documentation, drawing review, and office productivity tools. - Ability to travel up to 20%, meet customer site-access and background investigation requirements, and hold a valid driver’s license with an acceptable record. - Ability to perform occasional site visits, including moving around equipment or construction areas and lifting or carrying up to 20 pounds.

Benefits and work setup - Primarily office-based work with remote customer support, occasional customer or project site visits, and availability outside standard business hours as coverage requires. - The listed pay range is $85,000–$110,000 USD. Benefits include health, dental, and vision coverage, life insurance, paid time off, 11 paid holidays, and a 401(k) match. Equity is available after one year.