[Hiring] Remote Support Engineer @Unlimited Technology

Role Description

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.

Qualifications

• 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.
• Advanced knowledge of networking, servers, databases, virtualization, and operating systems.
• Working knowledge of cybersecurity, system hardening, and secure remote-access practices.
• Advanced manufacturer certification on primary supported platforms required and maintained throughout employment.
• Demonstrated ability to mentor engineers 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.
• Ability to travel up to 20% and meet applicable customer, site-access, badging, and background investigation requirements.

Requirements

• Provide advanced remote technical support and resolve complex issues across integrated security systems.
• Serve as the assigned technical escalation point for complex service issues.
• Analyze system architecture, configurations, logs, databases, communications, and network performance.
• Lead advanced technical escalations with manufacturers and vendors through to resolution.
• Participate in the on-call rotation and extended-hours coverage as the senior escalation resource.
• Serve as a primary technical point of contact for assigned service requests throughout the service request lifecycle.
• Provide timely, professional, and proactive status updates to customers.
• Document communication, commitments, and agreed next steps in the ticket record.
• Lead preventative maintenance support on complex and enterprise systems.
• Deliver and oversee maintenance obligations owed under Shield agreements.
• Develop and recommend troubleshooting procedures, technical standards, knowledge articles, and support best practices.
• Identify recurring and systemic issues, and recommend design modifications.
• Provide technical guidance and mentoring to Remote Support Engineer I and II personnel.
• Maintain advanced manufacturer certifications across supported platforms.
• Follow site-specific safety programs when visiting customer and project sites.
• Maintain professional conduct in occupied, escorted, and secure customer environments.

Benefits

• Health, dental, and vision coverage
• Life insurance
• 401 (k) w/company match 100% up to 3% and an additional 50% match of 2%
• Paid time off
• 11 Paid Holidays
• Company Equity after 1 year