Technical Support Specialist II

BlueWave Security; Raleigh (NC); On-site; USD 28,000 - 41,000; Full time

Benefits offered by this job

Medical, dental, vision

Paid time off

Career growth

Certification reimbursement

Job summary

BlueWave Security is seeking a Technical Support Specialist II to assist customers and field technicians with access control and video surveillance systems. You will troubleshoot, create wiring diagrams, onboard customers, and support the sales team with technical input.

The role emphasizes proactive problem solving, strong communication, and hands-on technical work for installers transitioning to desk support. A technical mindset and customer-first approach are expected.

Qualifications

• 3+ years experience in access control or low-voltage systems.
• Experience with hardware, software, and IT networking for video/IP access control.
• Ability to create wiring diagrams from scratch.
• Clear, professional communicator with a customer-first mindset.
• Organized, proactive and takes ownership of work.
• Collaborates across support, engineering and project management.
• Bachelor’s degree in a technical field or relevant certifications.

Responsibilities

• Respond to support inquiries via phone, email, or ticketing system.
• Diagnose and resolve hardware, software, and networking issues related to BlueWave’s access control and video surveillance systems.
• Document cases, resolutions, and support best practices.
• Remotely guide field technicians through installations and repairs.
• Create wiring diagrams and support documentation.
• Configure video surveillance and access control systems.
• Escalate complex issues to senior staff when needed.
• Day-of-install, ensure scope-of-work is clear and on track with both customer and technician.
• Onboard customers onto their systems and conduct product trainings.
• Join sales or internal calls to provide technical input where applicable: help scope projects and review quotes for technical accuracy.

Skills

Access control

Low-voltage systems

Networking

Troubleshooting

Wiring diagrams

Customer support

Communication

Education

Bachelor's degree in a technical field

Tools

Video surveillance systems

Ticketing system

Job description

Type: Hourly | Full-Time | 8am - 4pm M-F

Role Description :

The Technical Support Specialist II at BlueWave Security plays a critical role in supporting our customers and field technicians. You'll troubleshoot access control and video surveillance systems, remotely support in-the-field technicians through repairs and installs, build wiring diagrams from scratch, onboard and train new customers, and lend technical expertise to our sales team.

This role requires a proactive individual with strong technical knowledge and communication skills, who takes ownership of their work. It's an ideal fit for a technical support professional who wants to deepen their hands-on skills — or for an access control installer ready to trade the truck for a desk without giving up the technical work.

Key Responsibilities:

• Promptly respond to support inquiries via phone, email, or ticketing system
• Diagnose and resolve hardware, software, and networking issues related to BlueWave’s access control and video surveillance systems
• Document cases, resolutions, and support best practices
• Remotely guide field technicians through installations and repairs
• Create wiring diagrams and support documentation
• Configure video surveillance and access control systems
• Escalate complex issues to senior staff when needed
• Day-of-install, ensure scope-of-work is clear and on track with both customer and technician
• Onboard customers onto their systems and conduct product trainings
• Join sales or internal calls to provide technical input where applicable: help scope projects and review quotes for technical accuracy

Ideal Candidate:

• 3+ year experience in access control, low-voltage systems, or related technical field — field service or customer support desk with hands on troubleshooting
• Comfortable with hardware, software, and IT/networking related to video and IP addressable access control
• Able to create clear, accurate wiring diagrams from scratch for low-voltage systems
• Clear, professional communicator with a customer-first mindset
• Organized, proactive, and takes ownership of work
• Enjoys collaborating across support, engineering, and project management
• Bachelor’s degree in a technical field or an equivalent combination of relevant certifications and hands-on experience

Benefits Include:

• Medical, dental, and vision insurance
• Paid time off
• Clear path for growth
• Collaborative team environment
• Certification reimbursement ( e.g. CompTIA Network+)

Join Us and Make an Impact:

If you’re passionate about solving technical challenges and want to play a pivotal role in a growing, innovative security company, we’d love to hear from you.