Field Support Engineer - Alarm & Security Systems

Guardian Alarm; Cleveland (OH); Hybrid; USD 60,000 - 75,000; Full time

Job summary

Guardian Alarm is seeking a Field Support Specialist to assist field technicians and customers with alarm systems and home automation. You will provide remote support, troubleshoot issues, and guide users through complex programming tasks while coordinating with Installation, Service, and Customer Operations teams.

This role requires strong communication, problem solving, and a solid understanding of computer and networking systems related to security tech.

Qualifications

• Associates degree in related field or equivalent experience.
• At least four years of related experience required.
• At least 3 years of experience troubleshooting, installing, and/or servicing alarm security systems.

Responsibilities

• Provide remote support to field technicians for alarm systems and home security equipment.
• Troubleshoot and resolve customer issues remotely via phone or remote programming changes.
• Assist Installation, Service and Customer Operations teams as needed.
• Handle ticket queue efficiently, balancing quality and quantity.
• Accurately enter product changes into customer accounts and trigger necessary actions.
• Stay up to date with training on new Guardian Alarm equipment and programming standards.
• Explain technical concepts clearly to customers over the phone.
• Must be able to lift up to 15 pounds and sit at a desk for extended periods.

Skills

Excellent communication

Analytical and problem solving

Alarm security systems knowledge

Networking systems understanding

Customer service mindset

Education

Associates degree or related field

Tools

Microsoft Office Suite

Job description

Guardian Alarm is seeking a Field Support Specialist to assist field technicians and customers with alarm systems and home automation. You will provide remote support, troubleshoot issues, and guide users through complex programming tasks while coordinating with Installation, Service, and Customer Operations teams.

This role requires strong communication, problem solving, and a solid understanding of computer and networking systems related to security tech.