Job Overview Summary

The Support Engineer I is a foundational role within the security industry, responsible for providing technical assistance to customers, troubleshooting issues, and resolving basic security-related technical problems. This position focuses on developing the skills necessary to advance to higher support levels. Engineers in this role will work under the supervision of senior engineers and managers. Our Security Operations Center (SOC) supports critical infrastructure by configuring, maintaining, and troubleshooting security systems, including Genetec, Lenel, and Milestone. You may be required to work a Flexible schedule that includes working nights, weekends, and holidays as needed.

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

Assist customers with basic security-related issues via phone, email, or chat
Document and track customer interactions in a ticketing system
Troubleshoot and resolve standard security-related technical problems
Escalate complex issues to higher-level engineers or support staff
Stay up-to-date with industry best practices and emerging security technologies
Assist in system configurations and updates when required
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 is 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
System Configuration & Onboarding: Deploy and integrate security systems for new clients, including access control, video surveillance, and alarm systems.
Technical Support: Provide support for clients and assist Level I technicians in troubleshooting complex issues.
Server Administration: Manage and maintain Windows-based servers running security applications. Ensure system stability, updates, and performance optimization.
Documentation & SOP Development: Review and contribute to Standard Operating Procedures (SOPs) and playbooks for system management and troubleshooting.
Security System Expertise: Work with security platforms like Genetec, Lenel, and Milestone to configure, maintain, and troubleshoot access control, video surveillance, and alarm systems.
Collaboration & Training: Work closely with engineers, operators, and clients to provide technical guidance and training as needed.

What we like about you:

A Sense of humor, creativity, and positive attitude
Basic understanding of IT systems and security protocols
Familiarity with network security concepts (firewalls, VPNs, intrusion detection systems)
Excellent communication skills for handling customer inquiries
Strong troubleshooting and analytical skills
Ability to work in a team environment

Preferred Qualifications:

Experience in security system integration (Genetec, Lenel, Milestone experience preferred).
Strong server administration background (Windows Server, SQL databases, networking).
Knowledge of IP-based security systems, access control, and video management systems.
Ability to troubleshoot and resolve software and hardware issues efficiently.
Experience in developing SOPs, playbooks, and technical documentation.

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 $63,800 - $94,300. 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.

Salary Description

$63,800 - $94,300

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