Technical Support Representative

Alarm.com; Liberty Lake (WA); On-site; USD 26,174 - 30,307; Full time

Benefits offered by this job

Annual discretionary bonus

Company stock purchase discount

Medical, dental, vision benefits

401(k) company match

Paid vacation and sick time

Educational assistance

Pet Insurance

Free access to Headspace app

Job summary

Alarm.com is hiring a Technical Support Representative for its Liberty Lake, WA headquarters. The role involves providing phone, email, and remote support for video security products. Ideal candidates will have a High School diploma, 2 years of related experience in customer service and troubleshooting, and excellent communication skills. The position offers a pay range of $19.00 - $22.00 per hour, medical benefits, and a collaborative company culture.

Qualifications

• At least 2 years of related experience in customer service and troubleshooting.
• Excellent verbal and written communication skills.
• Flexibility and a responsible mindset.

Responsibilities

• Troubleshoot network communications and hardware issues.
• Support customers via phone, email, and remote interfaces.
• Create knowledge base articles for customer self-support.

Skills

Customer service skills

Troubleshooting

Problem-solving

Communication skills

Team collaboration

Education

High School Diploma or GED

Tools

Linux OS

Job description

OpenEye is a cloud video platform company that delivers comprehensive video security, business intelligence, and loss prevention solutions. With over 20 years of experience, OpenEye has built an easy-to-use video management system backed by Heroic Customer Service and supported by a global network of certified service providers.

As a Technical Support Representative, you will support all OpenEye products, including secondary software and necessary add‑ons. Your primary duties include providing phone, email, and remote support for our video security products such as Digital Video Recorders, Security Cameras, Network Switches, and Routers. You will analyze and resolve hardware, software, and networking issues in a timely and accurate manner. This full‑time, onsite role is based at our Liberty Lake, WA headquarters.

Please note that sponsorship of new applicants for employment authorization is not available for this position at this time.

Role and Responsibilities

• Troubleshoot network communications including router issues, WAN link outages, and switch problems.
• Troubleshoot software/hardware, user processes, and mechanical operations.
• Support customers over the phone, email, and/or remote automation interfaces.
• Demonstrate OpenEye’s core value of Heroic Customer Service by providing friendly and professional service.
• Assist the department with creating knowledge base articles to increase customer self‑support.
• Learn new technologies and take on additional responsibilities as the organization grows.
• Perform other duties as assigned.

Requirements

• High School Diploma or General Education Development (GED).
• At least 2 years of related experience in customer service, troubleshooting, and repairing DVR and CCTV equipment.
• Excellent verbal and written communication skills.
• Problem‑solver who is flexible and responsible.
• Ability to work in a team‑based collaborative environment.
• Enjoy interacting with people.
• Willingness to work at the Liberty Lake, WA headquarters.

Preferred Qualifications

• Knowledge of basic inter‑networking operations and protocols, with demonstrated ability to assist with networking projects.
• Understanding of Security Industry components (Cameras, DVRs, Sensors, Relays, etc.).
• Knowledge of electrical wiring, proper grounding, etc.
• Experience with Linux OS.

Perks

• The pay range for this position is $19.00 - $22.00 per hour. This role is also eligible for an annual discretionary bonus.
• Employees are eligible to purchase company stock at a discounted rate.
• Collaborative, fun, creative culture where idea sharing is encouraged.
• Casual dress (Jeans are welcome).
• Medical, dental, vision & prescription benefits starting day 1! Generous medical plan subsidy and health savings account option with company contribution helps keep costs low.
• Up to $5,000 annual company match for 401(k).
• Company‑paid short‑term/long‑term disability, AD&D and life insurance.
• Lifestyle Spending Account (LSA) to get reimbursed for well‑being needs.
• Paid maternity and paternity leave.
• Pet Insurance.
• Free annual membership to Care.com.
• Free access to the Headspace app for you and up to five friends and family members.
• 15 days of paid vacation accrued per year (increases after year 3).
• Paid sick/wellness time accrued at a rate of 1 hour for every 35 hours worked, except where local laws are more generous.
• Educational Assistance Program covering non‑degree support, undergraduate and graduate degrees.
• Employee Equipment Program – free Alarm.com system for your home.

Equal Opportunity Employer

OpenEye is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other protected status.