[Hiring] Dedicated Customer Support EMEA @Genetec

Role Description

As a member of the Professional Services team at Genetec, the Dedicated Support Engineer acts as a trusted technical advisor, working closely with cross-functional departments to build and nurture long-term relationships with our strategic clients. You will have the unique opportunity to travel occasionally across the EMEA region to troubleshoot complex systems, conduct system audits, and train end-users. Armed with your technical prowess and sharp problem-solving skills, you will play a pivotal role in driving client satisfaction across more than 15 countries!

Day-to-Day Responsibilities

• Partner with high-profile enterprise clients to tackle complex technical challenges and deliver an outstanding service experience.
• Provide expert technical support and hands-on training to help customers unlock the full power of their security platforms.
• Collaborate closely with our R&D teams to stay on the cutting edge of our latest technological innovations.
• Perform routine system assessments and health checks to optimize performance and drive continuous improvement.
• Travel across Europe for on-site client missions, deepening trust and strengthening key partnerships.

Qualifications

• Degree in Computer Science, Telecommunications, Electrical Engineering, or equivalent practical experience.
• Strong analytical mindset with proven problem-solving and decision-making capabilities.
• Excellent team player who thrives in collaborative environments and fosters open internal communication.
• Natural ability to build, maintain, and elevate long-lasting client relationships.
• Flexible, adaptable approach when navigating complex troubleshooting scenarios.
• Professional fluency in both English (a second language is a major plus!).

Technical Toolkit

• Background in software support, remote deployment, or hands-on experience with Genetec solutions.
• Solid command of Windows Operating Systems and their core components.
• Hands-on experience configuring and troubleshooting network devices (switches, routers).
• Clear understanding of networking protocols, principles, and enterprise storage solutions.
• Familiarity with server virtualization and client/server architectures.

Bonus Points If You Have

• Industry experience in Video Surveillance (CCTV, IP cameras, NVR/DVR systems).
• Prior Genetec certifications or hands-on platform knowledge.
• Familiarity with Automatic License Plate Recognition (ALPR / ANPR) technology.
• Expertise in Access Control systems (door controllers, card readers, wiring, etc.).
• Scripting/coding skills in C#, Visual Basic, VBScript, PowerShell, or similar.
• Working knowledge of Microsoft SQL Server management.

Company Description

Genetec is a global Canadian company with a broad solutions portfolio that encompasses security, intelligence, and operations. We serve customers within a wide range of industries including transportation, education, and government. At Genetec, we embrace open communication, creativity, and continuous learning to allow everyone to flourish in their own unique career paths.