Position Summary: As a Security Systems Support Engineer (DFW based), you will play a key role in ensuring that our clients' security and business-intelligence systems operate at peak efficiency. You will work across the full lifecycle of solutions—from design and deployment through ongoing support and maintenance—ensuring client satisfaction and system reliability.
Key Responsibilities:
- Provide technical support and troubleshooting for security systems (e.g., video surveillance, access control, AI-based analytics) and associated infrastructure.
- Collaborate in the design and presales engineering phase: assist in solution architecture, requirements gathering, and technical specification development.
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Participate in and lead the implementation and deployment of security systems: perform installations, configurations, integrations, and verify performance against client expectations.
- Manage maintenance activities: proactively monitor system health, apply updates, perform diagnostics, and escalate issues as needed to maintain optimal performance.
- Deliver training sessions to clients (and internal teams) so users can effectively operate the security systems; develop documentation and training materials.
- Uphold the company's "white-glove service" ethos: deliver superior customer service, respond to 24/7 support requests, maintain strong communication and documentation.
- Work closely with distribution and product teams to ensure seamless access to high-quality components and support logistics as required.
- Contribute to continuous improvement initiatives: identify opportunities to optimize system design, deployment processes, support workflows, and client use-cases.
Qualifications & Skills:
- Ideal experience includes hands-on deployment, support and pre-sales understanding of Milestone, Genetec, BriefCam and similar tools used in the enterprise market
- High priority given to candidates who possess Milestone Systems Certifications: MCDE, MCIE, or MCIT
- Proven experience (4+ years) in security or physical-security systems support (video surveillance, access control, intrusion detection, analytics).
- Strong technical knowledge of system deployment, integration, configuration and troubleshooting.
- Ability to work across the full lifecycle from design to deployment to maintenance.
- Excellent customer service orientation; able to respond to urgent issues and handle 24/7 support responsibilities.
- Effective communication skills—for both technical and non-technical stakeholders.
- Comfortable delivering training and creating technical documentation.
- Ability to work both independently and as part of multi-disciplinary teams.
- Flexibility to travel (onsite deployments) and work non-standard hours (for 24/7 support).
- Certifications in relevant technologies/manufacturers (desirable) and familiarity with AI-enhanced security/analytics solutions would be a plus.
What They Offer:
- Opportunity to work with cutting-edge security and AI solutions in mission-critical deployments.
- A collaborative, service-oriented environment that emphasizes both technical excellence and customer success.
- Ongoing career development including training and exposure to full solution lifecycle work.
- Competitive salary and benefit package.
