Technical Customer Support Engineer

Gallagher Group Limited; Atlanta (GA); On-site; USD 60,000 - 80,000; Full time

Job summary

Gallagher Security in Canton, Georgia seeks a Technical Customer Support Engineer to join our Security Technical Support team. You will provide 2nd and 3rd tier support across Gallagher Security software, hardware, networking, and access control solutions, helping customers and partners resolve complex issues.

Ideal candidates have a few years in technical support or helpdesk, a solid understanding of networking, and a passion for continuing product knowledge.

Qualifications

• A few years of experience in technical support or a related customer-facing role.
• Solid understanding of networking fundamentals and device troubleshooting.
• Exposure to security systems or access control is valuable.
• Clear written and verbal communication skills.
• Ability to explain technical information simply.

Responsibilities

• Respond to customer and partner support requests via phone, email, and tickets.
• Troubleshoot Gallagher Security software, hardware, networking, and devices.
• Contribute to triage by clarifying problems and gathering information.
• Manage support tickets end to end and document updates.
• Escalate complex issues with proper context to speed resolution.
• Create and maintain internal knowledge base content.
• Share learnings with the team to drive continuous improvement.

Skills

Technical support

Networking fundamentals

Customer support

Security systems knowledge

Documentation skills

Tools

Gallagher Command Centre

Ticketing systems

Job description

About Gallagher

Our purpose at Gallagher is to ‘Protect what matters most’ and we live it every day, whether that’s protecting the world’s highest security environments or agricultural businesses, we care deeply about our people, their families, and our wider communities.

Gallagher Security is on a mission to unlock more value for our customers through the power of our people and solutions. Our culture is entrepreneurial in spirit, complex, challenging, and ever changing. With operations in the USA, Canada, New Zealand, Australia, Asia, Africa, the UK and Europe and exports to over 140 countries, we’re proud to be unlocking globally focused career pathways.

We’re painting the future of what’s possible. Come join us.

About the Role

We’re looking for a Technical Customer Support Engineer to join our Gallagher Security Technical Support team in Canton, Georgia. In this customer-facing role, you’ll provide 2nd and 3rd tier technical support across Gallagher Security software, hardware, networking, and access control solutions, helping customers, channel partners, and in-market colleagues resolve complex issues and get the best out of our products.

This role is ideal for someone with a few years of technical support, helpdesk, or customer‑facing technology experience who is ready to deepen their product expertise in enterprise security technology. You’ll work across customer calls, support tickets, technical issue triage, and local and global issue queues, using logical troubleshooting workflows and root‑cause analysis to manage issues through to closure.

Working closely with experienced Technical Support Engineers, Support Services Leadership, Solution Delivery, Sales, and product, engineering, and delivery teams, you’ll build strong product knowledge while contributing to a responsive, professional, and customer‑focused support experience.

What you’ll be doing:

• Responding to customer and partner support requests across phone, email, and ticketing channels
• Troubleshooting Gallagher Security software, hardware, networking, and device‑related issues
• Contributing to technical issue triage by clarifying problems, gathering information, identifying root cause, and progressing tickets toward resolution
• Managing support tickets end to end, including documenting, tracking, resolving, closing, and escalating issues when needed
• Managing a running queue of local and global technical issues in partnership with wider support teams
• Escalating complex or high‑risk issues with the right context to help speed up resolution
• Creating or contributing to internal documentation, known issue notes, and knowledge base content
• Sharing practical learnings with the team to support consistency and continuous improvement
• Representing Gallagher professionally through calm, clear, and customer‑focused technical support

Who You Are

You’re a technically curious problem‑solver who enjoys helping customers and working through complex issues. You communicate clearly, stay calm under pressure, and take ownership of your work while knowing when to collaborate or elevate.

You bring:

• A few years of experience in technical support, helpdesk, customer support, or a related customer‑facing technical role
• A solid understanding of networking fundamentals, device troubleshooting, and technical problem solving
• Exposure to security systems, access control, software platforms, or hardware support would be valuable
• Gallagher Command Centre or Gallagher Security product knowledge would be an advantage, but is not essential
• Clear written and verbal communication skills, with the ability to explain technical information simply
• Strong attention to detail and the ability to keep tickets, notes, and customer updates accurate
• A collaborative approach, with initiative, accountability, and a commitment to quality customer outcomes
• A willingness to keep learning, share knowledge, and build confidence across Gallagher Security solutions