Job Overview

Role Overview

Client is seeking a dedicated, full-time Software Engineer to be embedded onsite with our Global Security Operations Center (GSOC). This engineer will serve as the primary technical owner of the SureView security operations platform, working closely with the Physical Security Technology team and GSOC operations to configure, optimize, integrate, and continuously improve the platform in support of a 24x7 security operation.

This is a hands-on, high-ownership role. The engineer will drive a defined set of priority workstreams - from device and site mapping across Genetec and SureView, to leadership dashboards, automation (Virtual Operator) tuning and audit, action plan build-out, and integration migrations - while also serving as the day-to-day technical support and enablement resource for the GSOC.

Engagement Details

• Location: Onsite at client's GSOC facility (San Francisco Bay Area). Remote work by exception only, with prior approval.
• Hours: Standard utilization of up to 40 hours per week; schedule to be agreed.
• On-call: Participation in an on-call rotation for platform-impacting issues (see On-Call Expectations).
• Reports to / works with: Client Physical Security Technology team and GSOC leadership; coordinates escalations with SureView engineering and product teams.
• Access: Must comply with client's onsite access, badging, and security protocols.

Core Responsibilities
Platform Configuration & Optimization

• Configure and maintain the SureView platform to align with GSOC requirements
• Drive system tuning, enhancements, and ongoing improvements to workflows and performance
• Assist with implementation and validation of platform updates, releases, and new features

Technical Support (Tier 1 / Tier 2)

• Provide day-to-day technical support for platform usage, issues, and troubleshooting
• Triage and resolve issues directly, or coordinate escalation to SureView engineering as appropriate
• Document escalation procedures so the GSOC always has a clear support path

Integration & Technical Assistance

• Build and support integrations between SureView and third-party systems (Genetec, notification platforms, identity/SSO, ticketing)
• Provide technical guidance on APIs, data flows, and system interoperability

Enablement & Operational Support

• Deliver training for GSOC operators, supervisors, and leadership on system functionality and best practices
• Support onboarding of new users and ongoing knowledge transfer
• Participate in regular check-ins, planning sessions, and operational reviews; align work with evolving GSOC priorities

Priority Workstreams

The engineer will own or lead the following workstreams, prioritized in coordination with the Physical Security Technology team:

• 1. Genetec Device & Site Mapping - Build and maintain accurate mapping of Genetec-managed devices (cameras, access control, intrusion sensors, intercoms) into SureView; establish naming conventions, group taxonomy, geo-tagging, and parent/child relationships; reconcile inventory and remediate orphaned, duplicate, or mis-mapped devices; deliver a runbook for onboarding new sites.
• 2. Leadership Dashboards & Reporting - Design and build dashboards covering alarm volume (by site, device type, time of day, severity), automation vs. human-handled alarms, operator response/resolution times against SLAs, top alarm sources, and false-positive rates; support data export and establish a daily/weekly/monthly reporting cadence.
• 3. Virtual Operator Audit Dashboard - Build a dedicated audit dashboard surfacing all alarms suppressed, deprioritized, or auto-closed by automation, the rule that drove each decision, and full context for after-the-fact review; enable sampling workflows, decision flagging that feeds back into rule tuning, and trend analysis (suppression volume, false-suppression rate, drift); establish and document a recurring audit cadence.
• 4. Action Plans / SOPs - Build, refine, and standardize action plans for priority alarm types; embed decision trees, site-specific information, contact trees, and reference media; implement version control and an update cadence; support audit reporting on operator adherence.
• 5. Virtual Operator Review & Optimization - Conduct a full review of existing automation rules, filters, and workflows; tune false positives, redundant rules, and coverage gaps; define time-of-day, site-specific, and event-driven rule profiles; establish a baseline vs. post-optimization measurement framework and a maintenance playbook.
• 6. Action Plan Build-Out - Stand up new action plans for alarm types and site categories lacking documented procedures; convert tribal knowledge into structured, repeatable plans; establish a review and approval workflow with GSOC leadership.
• 7. Mobile Client Deployment - Plan and execute rollout of the SureView mobile client to operators, supervisors, and field responders; define use cases; configure role-based access, notifications, and security settings (MFA, device requirements); coordinate with IT/MDM and deliver training.
• 8. Automation Rule Expansion - Identify additional alarm types and workflows suitable for automation; design, build, test, and deploy new rules; track baseline vs. post-deployment metrics; maintain an automation backlog with quarterly review.
• 9. Notification Templates - Audit and standardize templates across email, SMS, mobile push, and in-app channels; build new templates for alarm types, escalation tiers, and incident categories; document ownership and update procedures.
• 10. SMTP-to-API Integration Migration - Inventory SMTP-based alarm and notification handlers; design and implement migration to API-based integrations; coordinate cutover, testing, and rollback with integration owners; validate end-to-end alarm flow and deprecate SMTP paths.
• 11. Product Advocacy & Feature Requests - Serve as client's advocate with SureView product and engineering; raise and track formal feature requests, beginning with automated incident channel creation (e.g., Slack, Microsoft Teams) on alarm or incident triggers.
• 12. Additional Optimization Areas - As capacity allows: alarm severity matrix tuning; per-role operator workspace/UI review; integrations health audit (access control, mass notification, ticketing, SSO); roles/permissions hygiene and offboarding automation; QA and audit-trail workflows; sandbox/non-production tenant; DR and outage runbook with tabletop exercise; knowledge base and training materials.

Indicative Phasing

• Days 0-30 - Discovery & Baseline: Shadow GSOC operators; audit Genetec 12 SureView mappings; inventory rules, action plans, dashboards, and integrations; document baseline metrics. Outcome: baseline assessment and prioritized backlog approved by client.
• Days 31-90 - Foundation: Complete device/camera mapping and naming conventions; stand up initial leadership dashboards; begin Virtual Operator rule review. Outcome: normalized site/device hierarchy; v1 leadership dashboard live; audit complete with tuning recommendations.
• Days 91-180 - Optimization: Rebuild action plans for top alarm types; iterate automation rules; expand dashboards; audit user roles, integrations, and operator workspace. Outcome: action plan library v1; false-positive reduction targets met; expanded dashboard suite; documented roadmap.
• Days 181-365 - Continuous Improvement: Ongoing tuning, reporting cadence, training, and knowledge transfer; address remaining backlog (mobile, sandbox tenant, DR runbook, QA workflows). Outcome: GSOC operating on optimized configuration; client team trained to maintain and extend; close-out report.

On-Call Expectations

The GSOC operates 24x7. The engineer will join an on-call rotation for genuine operational impact, including:

• Platform outages, degraded availability, or integration failures (Genetec, notification systems, identity, etc.) affecting GSOC operations
• Urgent Virtual Operator or rule-related issues during active incidents
• Pre-planned major event coverage (e.g., executive travel, high-profile events, scheduled maintenance windows)

Response targets during the on-call window: initial acknowledgment within 30 minutes; engagement on triage within 60 minutes. Non-emergency requests received outside business hours are queued for the next business day.

Qualifications
Required

• Hands-on experience configuring and administering the SureView platform (or a comparable alarm/incident management and PSIM platform), including automation rules, dashboards, and workflows
• Experience integrating physical security systems - Genetec Security Center strongly preferred - including cameras, access control, intrusion, and intercom devices
• Strong API and integration skills (REST, webhooks, SMTP-to-API migrations, data flows between security, notification, identity, and ticketing systems)
• Experience building operational dashboards and reports; comfort with data export to downstream BI/reporting environments
• Ability to write clear documentation: runbooks, SOPs, rule logic, playbooks, and training materials
• Strong communication skills and comfort working directly with security operators, supervisors, and leadership
• Ability to work onsite full-time and participate in an on-call rotation

Preferred

• Prior experience embedded in or supporting a 24x7 GSOC or enterprise security operations environment
• Familiarity with mobile client deployment, MDM coordination, MFA, and role-based access configuration
• Experience with Slack / Microsoft Teams integrations, ServiceNow or Jira, and SSO/identity platforms
• Experience establishing measurement frameworks (baseline vs. post-change) for automation and operational effectiveness
• Background in security operations tooling QA, audit workflows, or disaster recovery planning

Compensation

Estimated Pay Range: 168K-180K/yr

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.