Senior Technical Support Engineer - Remote & Field

Alcatraz; United States; On-site; USD 85,000 - 110,000; Full time

Job summary

Alcatraz is seeking a Technical Support Engineer to deliver best-in-class support to partners and end-users implementing our full-stack hardware and software solutions. The role requires strong organizational, analytical, and communication skills, with flexibility for a fast-paced environment and occasional travel to customer sites.

US Eastern Timezone business hours (8 AM–5 PM ET) are typical for this role.

Qualifications

• Bachelor’s Degree preferred, or equivalent combination of education, training, and experience in a technical field.
• Minimum five years of experience in technical support
• Customer-focused, friendly, positive attitude and service-oriented
• Excellent analytical, troubleshooting, and problem-solving skills
• Experience with HubSpot, Zendesk, or similar ticket-tracking systems
• Experience installing, configuring, and using physical access control systems such as Software House, Genetec, Lenel, AMAG
• Experience with video management systems such as Genetec, Milestone, American Dynamics
• Experience installing, configuring, and troubleshooting Windows systems
• Experience with switches, routers, TCP/IP protocol, and monitoring tools such as Wireshark
• Familiarity with 802.1x, PKI, and TLS preferred
• Outstanding written and verbal skills are required

Responsibilities

• Provide remote support to installers, end users, and field personnel for installing and using AAI products via video, phone, email, and remote desktop.
• Communicate with customers to gather information, diagnose problems, and provide solutions.
• Escalate issues to internal teams and provide timely customer updates while working to resolve them.
• Track issues within the support ticketing system.
• Update and curate the public Knowledge Base to enable self-service for partners and end users.
• Provide remote training for partners and end-users.
• Give product and engineering teams feedback to improve AAI products and processes based on field experience.
• Occasionally travel to customer sites for installation, commissioning, training, or problem resolution.

Job description

Alcatraz is seeking a Technical Support Engineer to deliver best-in-class support to partners and end-users implementing our full-stack hardware and software solutions. The role requires strong organizational, analytical, and communication skills, with flexibility for a fast-paced environment and occasional travel to customer sites.

US Eastern Timezone business hours (8 AM–5 PM ET) are typical for this role.