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Overview
The Security Technical Support (STS) – Level 2 role is a critical position within the Customer Support organization, focused on operational lifecycle support for deployed security solutions and accountable delivering service success outcomes. This role drives efficient, customer‑focused service execution across complex security environments.
STS L2 Agents serve as a technical escalation point for advanced and complex issues, providing expert‑level analysis, diagnosis, and resolution. They partner closely with field technicians, internal teams, and external stakeholders to drive timely issue resolution, maintain clear and disciplined communication, and sustain high service performance across deployed security environments.
Operating within the Service Success Model, this role emphasizes proactive execution by identifying risks early, validating technical assumptions, and reinforcing correct execution in the field. Through targeted guidance, root cause analysis, and continuous improvement of processes and documentation, STS L2 Agents strengthen field readiness, reduce repeat issues and retrips, and minimize reliance on real‑time support without sacrificing service quality.
Functional Focus
The Security Technical Support (STS) – Level 2 role is primarily responsible for driving first‑time resolution through the execution of critical technical processes, including fault isolation, remote resolution, service restoration, and root cause analysis. The role ensures technicians are set up for success through accurate diagnosis, correct parts selection, and clearly defined scopes of work supported by applicable documentation. STS L2 Agents provide advanced technical support and deliver real‑time troubleshooting assistance via chat, phone, and email.
The role continuously evaluates support demand across the Service Request lifecycle to identify trends, differentiate true technical escalations from execution or process gaps, and address recurring issues through sustainable corrective actions. Through coaching and reinforcement of service standards, STS L2 Agents drive first‑time resolution, technician independence, and scalable service success.
This role is responsible for providing comprehensive support for a wide range of Asset Protection services. The ideal candidate will possess a strong technical background across all supported solution offerings, which include, but are not limited to: Access Control, Business Intelligence solutions, CCTV/VMS (IP and analog), Intrusion and Fire Alarm systems, and Two-Way Audio technologies.
Responsibilities
Demonstrate sustained effectiveness and high performance within a fast‑paced, dynamic environment while resolving complex, time‑critical service needs.
Own technician success by delivering accurate diagnostics, correct parts selection, and clearly defined, executable scopes of work supported by complete, relevant documentation.
Assess and prioritize Service Requests (SRs) based on severity, customer impact, business priorities, and established organizational policies.
Drive SLA compliance by analyzing service outliers, executing root cause analysis, and delivering targeted corrective and preventative actions, and when appropriate, engaging cross‑functional teams to accelerate fault isolation, diagnosis, and resolution.
Own end‑to‑end analysis of open cases and chronic sites by executing a structured, top‑down troubleshooting methodology across security and video systems, network connectivity, customer wiring, hardware, software, and signal/video verification, while proactively driving problem management through fault isolation, root cause identification, and knowledge capture to reduce repeat incidents.
Evaluate and validate STS L1 escalations and assume full ownership through resolution. Collaborate with STS L1 and L2 leadership to identify and remediate process, coaching, or training deficiencies tied to invalid escalations.
Provide advanced technical support and troubleshooting guidance to field technicians by chat and phone.
Take ownership of technical inquiries from field technicians, internal teams, site personnel, leadership, and peers by responding promptly and driving accurate and timely resolution.
Use concise, professional verbal and written communication to ensure technical details are documented understood correctly.
Collaborate effectively with a broad range of internal and external stakeholders, including field teams, operations, support, management, technical partners, and customers.
Maintain technical proficiency with demonstrated working knowledge of security system fundamentals, including supported platforms, system architectures, devices, configurations, and integrations.
Maintain schedule flexibility, including availability for weekend and after‑hours support, to meet operational requirements.
Schedule: Sunday & Monday: 11:00 AM – 8:00 PM; Tuesday–Thursday: 10:30 AM – 7:30 PM; Friday & Saturday off
Core Competencies
Demonstrates a proactive approach and the ability to work effectively both independently and collaboratively within team settings.
Committed to consistently meeting and exceeding customer expectations.
Exhibits a strong passion for technology, with expertise in supporting and troubleshooting complex service incidents.
Applies innovative thinking and creative problem-solving to challenges as they arise.
Possesses exceptional communication and influencing skills, ensuring clear and credible interactions both verbally and in writing with diverse audiences.
Maintains a positive, solutions-oriented attitude, excelling at building rapport and motivating teams.
Displays patience and understanding while guiding and educating Field Engineers during service incidents and troubleshooting activities.
Highly detail-oriented, with robust organizational skills and an emphasis on accuracy and quality.
Utilizes excellent time management abilities and has a proven track record of meeting deadlines.
Adaptable and flexible, demonstrating a willingness to embrace and drive change to support organizational objectives.
Eager to continuously learn and maintain up-to-date knowledge of technologies and solutions.
Dedicated to ongoing professional development and continuous improvement.
Qualifications
Minimum of two (2) years of experience as a Field Technician or Help Desk Agent, supporting installations and/or service incidents, and providing technical support to field technicians within a technical support or service delivery environment.
Demonstrated expertise in installing, servicing, supporting, troubleshooting, and programming Access Control systems, Business Intelligence Solutions, CCTV/VMS (both IP and analog), Intrusion and Fire Alarm Systems, and Two-Way Audio solutions.
Experience and hands-on knowledge with low-voltage and support, including wiring, serial polling loops, inputs, and outputs.
Operate autonomously with a strong sense of urgency while effectively prioritizing work, managing time, communicating clearly, and upholding a high standard of professionalism.
Demonstrated strength in technical problem‑solving, analytical thinking, and structured troubleshooting.
Exceptional written and verbal communication skills; ability to communicate effectively with all levels of employees, contractors, customers, vendors, and executive management.
Experience utilizing Microsoft Office software tools, with ability to type quickly and accurately (at least 20 wpm, ideally 30+ wpm).
Base range for this role is $25 - $29/hr. Pay is determined by various factors, including but not limited to: relevant experience, skill set, qualifications, and other business and organizational needs. Please note that compensation ranges may differ for candidates in other locations. For more information about the perks and benefits of working at Interface, please check out our careers page.
Interface Systems is an Equal Employment Opportunity employer - all qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment, or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship.
If you need assistance or an accommodation in completing this application or during any phase of the interview process due to a disability, please contact us at recruiting@interfacesys.com. Any information will be treated as confidential and only used for the purpose of determining an appropriate accommodation as part of the recruiting process.
