Dedicated Customer Support EMEA (All genders)

Remote Worker LTD.; United States; Remote; USD 61,000 - 101,000; Full time

Job summary

Genetec is seeking a Dedicated Support Engineer for the EMEA region to partner with high-profile enterprise clients and deliver expert technical support for Genetec solutions. This role involves occasional travel across Europe to conduct system audits, train end-users, and strengthen client relationships.

You will collaborate with R&D teams, perform health checks, and help optimize security platforms while maintaining high standards of customer satisfaction.

Qualifications

• Degree in CS/Telecommunications/EE or equivalent practical experience.
• Strong analytical mindset with proven problem-solving abilities.
• Excellent team player who thrives in collaborative environments and fosters open communication.
• Fluent in English; a second language is a plus.

Responsibilities

• Partner with enterprise clients to tackle complex technical challenges and deliver an outstanding service experience.
• Provide expert technical support and hands-on training to help customers maximize the Genetec platform.
• Collaborate with R&D teams to stay on the cutting edge of Genetec innovations.
• Perform routine system assessments and health checks to optimize performance.
• Travel across Europe for on-site client missions and strengthen partnerships.

Skills

Analytical mindset

Problem solving

Team player

Client relationships

English fluency

Education

Degree in Computer Science / Telecommunications / Electrical Engineering

Tools

Windows OS

Networking devices

Server virtualization

Genetec solutions

Job description

Dedicated Customer Support EMEA

Genetec - Protect the everyday

Genetec - Protect the everyday

We are a global Canadian company with a broad solutions portfolio that encompasses security, intelligence, and operations. We serve customers within a wide range of industries including transportation, education, and government. At Genetec we embrace open communication, creativity, and continuous learning to allow everyone to flourish in their own unique career paths.

Our network of over 2,300 people globally comprises diverse individuals who are passionate about their work and open to new ideas. We prioritize the success and well-being of our employees. Discover Genetec's work environment and lively culture in this video - here.

The Team

As a member of the Professional Services team at Genetec, the Dedicated Support Engineer acts as a trusted technical advisor, working closely with cross-functional departments to build and nurture long-term relationships with our strategic clients. You will have the unique opportunity to travel occasionally across the EMEA region to troubleshoot complex systems, conduct system audits, and train end-users. Armed with your technical prowess and sharp problem-solving skills, you will play a pivotal role in driving client satisfaction across more than 15 countries!

What Your Day-to-Day Will Look Like

• Partner with high-profile enterprise clients to tackle complex technical challenges and deliver an outstanding service experience.
• Provide expert technical support and hands‑on training to help customers unlock the full power of their security platforms.
• Collaborate closely with our R&D teams to stay on the cutting edge of our latest technological innovations.
• Perform routine system assessments and health checks to optimize performance and drive continuous improvement.
• Travel across Europe for on‑site client missions, deepening trust and strengthening key partnerships.

About You

We welcome all qualified candidates, including those who may not meet every listed requirement. If you're excited about this role and believe you can make an impact, we’d love to hear from you.

• Degree in Computer Science, Telecommunications, Electrical Engineering, or equivalent practical experience.
• Strong analytical mindset with proven problem‑solving and decision‑making capabilities.
• Excellent team player who thrives in collaborative environments and fosters open internal communication.
• Natural ability to build, maintain, and elevate long‑lasting client relationships.
• Flexible, adaptable approach when navigating complex troubleshooting scenarios.
• Professional fluency in both English (a second language is a major plus!).

Your Technical Toolkit

• Background in software support, remote deployment, or hands‑on experience with Genetec solutions.
• Solid command of Windows Operating Systems and their core components.
• Hands‑on experience configuring and troubleshooting network devices (switches, routers).
• Clear understanding of networking protocols, principles, and enterprise storage solutions.
• Familiarity with server virtualization and client/server architectures.

Bonus Points If You Have

• Industry experience in Video Surveillance (CCTV, IP cameras, NVR/DVR systems).
• Prior Genetec certifications or hands‑on platform knowledge.
• Familiarity with Automatic License Plate Recognition (ALPR / ANPR) technology.
• Expertise in Access Control systems (door controllers, card readers, wiring, etc.).
• Scripting/coding skills in C#, Visual Basic, VBScript, PowerShell, or similar.
• Working knowledge of Microsoft SQL Server management.

Genetec is an equal opportunity employer, we strive for diversity and inclusion through our recruitment approach as well as the training and professional development we provide. We partner with external associations and implement internal initiatives to provide a welcoming work environment for employees from all backgrounds.