Implement new feature requests for customers by configuring cameras, sensors, and access control hardware.
Collaborate with clients and Rhombus Engineering teams to resolve product or system issues, including network connectivity, firmware, and integrations.
Provide regular issue and trend reporting to help internal teams understand recurring customer challenges and drive product improvements.
Analyze support processes and recommend strategies to reduce common issues, improve installation success rates, and streamline customer onboarding.
Troubleshoot system and customer issues to validate product or service defects by reproducing behavior to isolate root causes.
Support new product launches, by tracking early bugs and providing detailed feedback to Product Management teams.
Develop support tracking metrics to demonstrate common customer challenges and strengthen feedback loops between internal teams.

2–4 years of technical or IT support experience, ideally with hardware, IoT, or security products.
Experience with ticketing systems (Zendesk) and managing a high volume of technical inquiries.
Previous experience working with or supporting SaaS products, especially with device management platforms.
Comfortable learning new tools and configuring cloud-managed devices or systems.
Strong networking fundamentals, including VLANs, PoE, firewall rules, and basic troubleshooting.
Excellent communication skills with customers via phone, email, and remote support.
Familiarity with access control is preferred — door controllers, readers, wiring, relays, and basic locking hardware behavior.
Knowledge of RESTful web services (Postman) for debugging or automation tasks.
Experience with Python, HTML/JavaScript is a plus.

Technical Support Engineer – Evenings, Weekends

Key skills