Remote Support Engineer

The Remote Support Engineer is a senior technical resource routinely relied upon to resolve the most complex issues across supported security platforms, and serves as the assigned technical escalation point for Remote Support Engineer I and II personnel.

Remote access is the primary means of support, and support is provided to all customers who submit a service request and can be accessed remotely, with Shield agreement accounts receiving priority. The position serves as a subject matter expert for supported platforms, leads remote troubleshooting on enterprise, multi-site, and mission-critical environments, and develops and recommends troubleshooting procedures, knowledge articles, and support best practices. This is the Escalate, Resolve and Improve level.

ORGANIZATIONAL RELATIONSHIPS

This position reports to the Remote Support Engineering Manager and has no direct reports. Work is assigned through the Remote Support Ticket Request Queue. The Remote Support Engineer III escalates to the Remote Support Engineering Manager and works closely with Service, Project Management, Installation, Systems Engineering, and manufacturers. Engineering levels are cumulative. This position performs the full scope of Remote Support Engineer work across all levels of issue complexity; the responsibilities below reflect the highest level of independent work expected of this position.

EXPECTED LEVEL OF INDEPENDENCE

Works as a senior individual contributor and technical authority, providing technical leadership, peer review, mentoring, and escalation support without direct personnel management responsibility. Serves as the assigned escalation point for Remote Support Engineer I and II personnel.

KEY RESPONSIBILITIES

Advanced Support & Escalation

• Provide advanced remote technical support and resolve complex issues across integrated security systems, including enterprise and multi-site environments.
• Serve as the assigned technical escalation point for complex service issues and for Remote Support Engineer I and II personnel.
• Analyze system architecture, configurations, logs, databases, communications, and network performance to determine root cause on the most difficult issues.
• Lead advanced technical escalations with manufacturers and vendors through to resolution.
• Provide remote support for small-scale project work, and identify when project scope exceeds what the support team can absorb without affecting service response.

· Participate in the on-call rotation and extended-hours coverage as the senior escalation resource.

Communication & Coordination

• Serve as a primary technical point of contact for assigned service requests throughout the service request lifecycle, from initial response through resolution.
• Provide timely, professional, and proactive status updates to customers, and communicate troubleshooting activities, findings, and recommended actions in terms the customer can act on.
• Set appropriate expectations regarding response, diagnosis, and resolution, including when an issue is complex, requires on-site support, depends on a manufacturer or vendor, or will extend beyond the initial estimate.
• Confirm customers understand the current status of their request, the next steps, and any actions required on their part before closing communication on an issue.
• Communicate clearly with field technicians during active troubleshooting, providing direction, diagnostic guidance, and confirmation of findings so field time is used effectively.
• Keep Service, Project Management, Installation, and Systems Engineering informed of issue status, dependencies, and anything affecting schedule, scope, or customer expectations.
• Escalate promptly and with context when an issue exceeds the engineer’s scope, authority, or available information, providing documented findings so the receiving party can act without repeating work already performed.
• Document communication, commitments, and agreed next steps in the ticket record so any engineer picking up the issue has the full history.

Preventative Maintenance & Shield Delivery

• Lead preventative maintenance support on complex and enterprise systems, verifying through the software applications that testing is performed correctly, confirming proper operation, and providing reporting back to the client.
• Deliver and oversee maintenance obligations owed under Shield agreements on complex accounts, including software and firmware upgrades, patching, and system health checks.
• Deliver end-user training to enterprise and multi-site customers.

Technical Leadership & Improvement

• Develop and recommend troubleshooting procedures, technical standards, knowledge articles, and support best practices for approval.
• Identify recurring and systemic issues, and recommend design modifications, improved maintenance practices, configuration changes, or equipment replacement to improve system reliability and performance.
• Provide technical guidance and mentoring to Remote Support Engineer I and II personnel, and review technical documentation and service records for accuracy.
• Support engineering and project teams with technical assessments, system recommendations, and turnover readiness, and participate in customer technical meetings.
• Lead application of cybersecurity, system hardening, and secure remote-access practices across customer environments.
• Maintain advanced manufacturer certifications across supported platforms, including recertification as platforms release new versions.
• Assume work from other engineers within the team during absence, deadline pressure, or capacity constraints as assigned.
• Follow site-specific safety programs when visiting customer and project sites, and stop work and escalate when conditions are unsafe.
• Maintain professional conduct in occupied, escorted, and secure customer environments, and protect the confidentiality of customer security information, credentials, and system documentation. Other duties as assigned.

EXPERIENCE & REQUIREMENTS

• Bachelor’s degree in Engineering, Computer Science, Information Technology, or a related technical field, or equivalent experience.
• 8+ years of technical experience in electronic security, systems integration, or technical support, including enterprise and mission-critical environments.
• Advanced experience troubleshooting and supporting integrated security systems remotely, including access control, video management, intrusion detection, and intercom systems. Experience with multiple enterprise platforms, which may include Genetec, Software House (CCURE), Hirsch, Gallagher, Lenel, AMAG, Milestone, Exacq, DMP, Radionix, BVMS, Mercury platforms, Hanwha, Axis, Verkada, Avigilon, Brivo, and Salient CompleteView.
• Advanced knowledge of networking, servers, databases, virtualization, and operating systems, including TCP/IP, VLANs, routing, switching, DNS, DHCP, Windows Server, and firewall configuration.
• Working knowledge of cybersecurity, system hardening, and secure remote-access practices.
• Advanced manufacturer certification on primary supported platforms required and maintained throughout employment, combined with demonstrated advanced proficiency across multiple supported technologies.
• Demonstrated ability to mentor engineers, review technical documentation, and serve as a technical escalation point.
• Ability to manage multiple complex technical issues and priorities in a fast-paced support environment.
• Proficient with ticketing, documentation, and knowledge management tools, with Bluebeam for reviewing drawings and as-built records, and with Microsoft Office.
• Ability to travel up to 20% and meet applicable customer, site-access, badging, and background investigation requirements.

CORE COMPETENCIES

• Technical Leadership – Provides sound direction on complex technical issues.
• People Development – Coaches and develops technical talent.
• Customer Focus – Prioritizes system reliability and customer satisfaction.
• Problem Solving – Drives issues to root-cause resolution.
• Communication – Clearly communicates with technical and non-technical stakeholders.
• Collaboration – Partners effectively across Engineering, Service, Operations, Installation, Business Development, and Project Management.

WORK ENVIRONMENT & PHYSICAL REQUIREMENTS

• Primarily an office-based technical role; prolonged periods of sitting and working at a computer, communicating in person, by phone, and through virtual platforms, and available outside standard business hours as coverage and escalation require.
• Occasional access to customer and project sites, equipment rooms, and construction areas; ability to stand, walk, bend, stoop, kneel, reach, and climb ladders, and wear required PPE.
• Must be able to lift and carry up to 20 pounds occasionally, with assistance or mechanical aid for heavier items. Valid driver’s license and acceptable driving record required.

This description defines the scope of the position. Assignment to and advancement between levels is determined by the Manager based on sustained demonstrated performance, business need, and available position, and is not established by performing individual tasks described at a higher level.

This description is not an exhaustive list of all duties or skills required, and incumbents may be assigned additional duties. Unlimited Technology is an Equal Opportunity Employer and provides reasonable accommodations for individuals with disabilities.