Job Type

Full-time

Description

Job Overview Summary

The Support Engineer III is a senior-level technical resource responsible for providing remote installation support, system commissioning, programming, troubleshooting, and service for enterprise security and life safety systems. This role serves as a subject matter expert for complex integrated solutions, supporting field technicians, project teams, and customers throughout the system lifecycle.

The Support Engineer III leverages advanced technical knowledge of access control, video management, intrusion detection, and life safety platforms to remotely diagnose issues, perform system configuration and programming, assist with deployments, and ensure optimal system performance. This position requires strong analytical skills, customer-focused communication, and the ability to manage multiple technical priorities in a fast-paced environment.
What you'll be doing (and doing well!):

Remote Installation & Commissioning Support

• Provide remote technical support for the installation, configuration, commissioning, and startup of enterprise security and life safety systems.
• Assist field technicians and project teams with system deployment activities, including hardware integration, network connectivity, and software setup.
• Validate system functionality and ensure installations meet project specifications and industry best practices.
• Support system upgrades, migrations, and expansion projects.

Programming & System Configuration

• Configure and program enterprise security platforms, including access control, video management, intrusion detection, and integrated security solutions.
• Develop and maintain system configurations, device settings, schedules, alarms, reports, and user permissions.
• Assist with integration of third-party devices and applications.
• Perform database management, system backups, and configuration documentation.

Remote Service & Troubleshooting

• Diagnose and resolve complex technical issues through remote support tools, system logs, and network analysis.
• Troubleshoot software, hardware, firmware, database, and communication-related issues.
• Analyze system performance and identify root causes of recurring problems.
• Coordinate with field personnel and vendors to resolve escalated technical issues.
• Document troubleshooting activities, resolutions, and corrective actions.

Customer & Technical Support

• Serve as an escalation point for advanced technical support issues.
• Provide technical guidance and mentorship to junior support engineers and field personnel.
• Communicate effectively with customers regarding system status, issue resolution, and recommended corrective actions.
• Maintain a high level of customer satisfaction through professional and timely support.

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
• Play To Win.

What we like about you:

• Associate degree in Electronics, Information Technology, Computer Science, Engineering Technology, or a related field; equivalent industry experience may be considered in lieu of formal education.
• 3-5+ years of experience in the security integration industry, with hands-on experience installing, programming, configuring, and troubleshooting enterprise security systems.
• Demonstrated experience supporting enterprise-level access control, video management, and integrated security platforms.

Technical Experience

• Strong working knowledge of enterprise security platforms such as:
  • Genetec Security Center
  • LenelS2 OnGuard
  • Software House C• CURE 9000
  • Milestone XProtect
  • Avigilon Unity/Control Center
  • Gallagher Security
  • Bosch Security Systems
  • Similar enterprise security and life safety solutions
• Experience with:
  • Access control systems
  • Video management systems (VMS)
  • Intrusion detection systems
  • Visitor management systems
  • Intercom and integrated security technologies
• Understanding of TCP/IP networking, Windows server environments, databases, and virtualization technologies.
• Experience troubleshooting hardware, software, network, and integration issues.
• Familiarity with remote access and remote support technologies.

Preferred Qualifications

• Manufacturer certifications from Genetec, LenelS2, Software House, Milestone, Avigilon, Gallagher, or equivalent platforms.
• Knowledge of life safety system integration, including fire alarm and emergency notification systems.
• Experience supporting enterprise deployments across multiple sites and geographic regions.
• Understanding of cybersecurity principles related to physical security systems.

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 $70,100 - $109,600. 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.