Senior Service Engineer

Prime Secured; Northern (KY); Hybrid; USD 90,000 - 140,000; Full time

Job summary

Prime Secured is seeking a Senior Service Engineer to lead technical projects and mentor a team of engineers. You will diagnose complex issues, optimize security systems, and train end-users, technicians, and engineers on operations and maintenance.

You will collaborate with clients, service coordinators, and site staff, while participating in after-hours on-call rotations to ensure top-tier service and reliability.

Qualifications

• Minimum 6 years of technical experience in physical security systems.
• Expert knowledge of access control, video surveillance, intrusion detection.
• Strong installation, configuration, optimization and troubleshooting skills.
• Understanding of network protocols and system integration.
• Proven leadership and mentoring abilities.

Responsibilities

• Advanced troubleshooting of highly complex service cases.
• Configure, tune, and optimize system settings for peak performance.
• Complete and maintain Prime-standard technical documentation.
• Provide expert customer service and training to users and technicians.
• Collaborate with clients, coordinators, engineers, and site staff; participate in site visits.
• Participate in after-hours on-call rotation.
• Perform other duties as assigned to support department and company objectives.

Skills

Advanced Troubleshooting

System Tuning

Documentation

Customer Service

Team Leadership

Communication Skills

Mentoring

Tools

Genetec

Axis

DMP

Mercury

Job description

Description

As a Senior Service Engineer, you will serve as a technical leader and people manager playing a critical role in supporting, optimizing, and enhancing physical security systems. In addition to hands‑on advanced engineering work, this role oversees and mentors a team of Service Engineers, ensuring technical excellence, operational efficiency, and exceptional client experiences.

You will work closely with clients, service coordinators, engineers, and technicians to resolve complex issues, drive continuous improvement, and ensure systems meet project specifications and organizational standards.

Requirements

Major Roles and Responsibilities:

• Advanced Troubleshooting: Diagnose and resolve highly complex technical issues that arise during everyday use, serving as a SME (Subject Matter Expert) for escalated service cases.
• Tuning: Configure, tune, and optimize system settings to ensure peak performance, stability, and seamless integration of all security components.
• Documentation: Ensure all documentation is completed, reviewed, and uploaded per Prime standards before project launch and completion. Maintain various internal technical documentation and service processes.
• Customer Service: Act as a senior technical point of contact for customers, providing clear communication, updates, and expert guidance. Deliver advanced training to end-users, technicians, and engineers on system operation, maintenance, and troubleshooting.
• Collaboration: Work closely with clients, service coordinators, engineers, and technicians to ensure smooth resolution of issues. Participate in site visits as needed.
• On-Call: Participate in and support the after-hours on-call rotation, supporting team members during escalations.
• Other Duties: Perform other responsibilities as assigned to support department and company objectives.

Qualifications and Experience:

• A minimum of 6 years of technical experience, preferably in physical security systems.
• Expert knowledge of access control, video surveillance, intrusion detection, and related technologies, including, but not limited to: Genetec, Axis, DMP, Mercury.
• Advanced experience in system installation, configuration, optimization, and troubleshooting.
• Strong understanding of network protocols and system integration.
• Demonstrated ability to lead technical problem-solving and mentor others.
• Excellent analytical, communication and interpersonal abilities.
• Proven ability to manage complex client interactions with professionalism and confidence.
• Must demonstrate Prime Secured’s Core Values: Serve; Everyone has a story, collect it; Play chess not checkers; Own it; Growth minded.
• Strong attention to detail and a consistent commitment to quality.

Additional Notes:?

• 90-day probationary period.
• Individuals with a felony or misdemeanor convictions MAY not be hired.
• Individuals must not have any alcohol or drug-related convictions or suspensions within the past three years.
• Individual must be able to read and understand instructions in English as well as possess good oral & written communication skills.
• Individual must be able to pass a drug screening and meet background requirements.

Prime Secured is an Equal Opportunity Employer. We participate in E-Verify.