Job Overview Summary 

The Senior Support Engineer provides advanced technical support, serving as an expert in troubleshooting complex security system issues. This role involves leading technical resolutions, supporting escalated cases, and mentoring junior support engineers. The Senior Support Engineer collaborates closely with engineering teams to improve system functionality and provide in-depth solutions to customer and internal technical challenges. 

What you’ll be doing (and doing well!):

• Lead technical support efforts for complex issues related to access control, CCTV, alarm systems, and other security technologies.
• Act as an escalation point for high-priority or technically challenging support tickets, coordinating with field teams and customers to resolve issues quickly.
• Troubleshoot and resolve advanced system, network, and software issues remotely or on-site when necessary.
• Mentor and train junior support engineers, providing guidance on troubleshooting best practices and customer service skills.
• Collaborate with product and engineering teams to identify system improvements and product enhancements based on recurring issues and customer feedback.
• Maintain and update technical documentation, FAQs, and knowledge base articles.
• Stay up-to-date with the latest advancements in security technologies and industry standards.
• Perform other job-related duties as assigned.

Responsibilities:

• Own It: Focus on excellence in everything you do and each interaction you have with all clients
• Learn: Absorb the training. Make yourself an expert on our portfolio of solutions 
• Represent: Always understand that you are the face of the company to our customers
• Diversity: Every project and service call are different so you must enjoy variety in your workday
• Work as One Team: Work closely with Minuteman’s sales, management, and operations teams to best serve our customers
• Find a way: Turn challenges into opportunities
• Play To Win.

What we Like about you:

• A Sense of humor, creativity, and positive attitude
• Associate degree in electronics, IT, or a related field; industry certifications (e.g., CompTIA, Microsoft, NICET) are a plus.
• 5+ years of experience in technical support, with 2+ years in a senior or escalated support role, preferably in the security industry.
• In-depth knowledge of security system technologies, including system integration, IP networks, and security software.
• Excellent troubleshooting skills and ability to resolve complex issues independently.
• Strong customer service orientation with the ability to communicate effectively across various stakeholders.
• Proficiency with support ticketing and remote diagnostic tools.
• Experience leading support projects and training team members is preferred.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

Pay Transparency Statement

The base salary range for this role is $108,100 - $158,600. Note that salary may vary based on location, skills, and experience and may vary from the amounts listed above. This position may also be eligible for a variable bonus in addition to base salary as well as health coverage, paid holidays, and other benefits.

Equal Employment Opportunity (EEO) Statement

Minuteman Security & Life Safety is an equal opportunity employer that is committed to diversity, equity and inclusion and providing a workplace that is free from discrimination and harassment of any kind based on race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions, sexual orientation, and gender identity), national origin, age, disability or genetic information or any other status or characteristic protected by federal, state, or local law. Minuteman Security & Life Safety provides equal employment opportunity to all individuals regardless of these protected characteristics. Further, Minuteman Security & Life Safety takes affirmative action to ensure that applicants and employees are treated without regard to any of these protected characteristics in all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and separation from employment. 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Drug-Free Workplace Statement

Minuteman Security Technologies, Inc is an equal opportunity employer, that offers a smoke-free and drug-free workplace.