Technical Support Engineer

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 looking for a Technical Support Engineer to provide best-in-class support to our partners and end-users as they implement our full-stack hardware and software solutions. The ideal candidate will possess strong organizational skills, close attention to detail, and solid communication skills. In addition, a strong candidate is flexible with change, comfortable in a fast-paced environment, and eager to impact the organization as they elevate the experience of our customers.

Note that the role will support US Eastern Timezone business hours (typically 8 AM - 5PM ET).

Responsibilities

• Provide remote support to installers, end users, and AAI field personnel for installing and using all AAI products using video conferencing, phone, email, and remote desktop software.
• Communicate with customers to gather information, diagnose problems, and provide solutions.
• Escalate issues to the appropriate AAI internal teams and work with them to resolve them when necessary while providing timely customer updates.
• Track issues within the support ticketing system.
• Provide updates and curation of the public Knowledge Base to enable self-service for partners and end users.
• Provide remote training for partners and end-users.
• Based on experiences with installers and end-users, provide product and engineering teams with feedback to improve the AAI products and processes.
• As an AAI product subject matter expert, there may be times when the Technical Support Engineer may need to travel to the customer site to assist with installation, commissioning, training, or problem resolution.
• The candidate shall be experienced with Technical Support and need little guidance on best practices.

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
• Must have a customer-focused, friendly, positive attitude and be service-oriented
• Excellent analytical, troubleshooting, and problem-solving skills are a must
• Experience with HubSpot, Zendesk, or similar ticket-tracking systems
• Experience installing, configuring, and using physical access control systems such as those offered by Software House, Genetec, Lenel, and AMAG
• Experience with video management systems such as those offered by Genetec, Milestone, and American Dynamics
• Experience installing, configuring, and troubleshooting Windows systems
• Experience with switches, routers, TCP/IP protocol, and monitoring tools such as Wireshark for troubleshooting network communications issues
• Familiarity with advanced IT systems such as 802.1x, PKI, and TLS preferred
• Outstanding written and verbal skills are required

About Alcatraz

At Alcatraz, we're on a mission to redefine access control with modern, AI-powered facial authentication. Our technology protects some of the world's most innovative companies — Fortune 500 enterprises, data centers, healthcare institutions, stadiums, and airports — and we're just getting started.

Built and designed in the United States, our Rock family of devices uses 3D sensing and AI to deliver frictionless, privacy-first authentication at scale. With a $50M Series B behind us, we're accelerating across hardware, software, and platform — and looking for bold, curious builders to grow with us

Why you should join Alcatraz:

• Alcatraz offers a great solution that IS the next generation of physical security access control that our customers love!
• Alcatraz is a high-profile startup with great market momentum and enormous potential.
• Alcatraz hires builders, makers, brewers, and bakers. If you enjoy creating, you’ll love working with us.
• Alcatraz is an equal opportunity employer.