Senior Security Systems Technician - Technical Support & Training

QOVO Solutions, Inc. is seeking an experienced and highly capable Senior Security Systems Technician - Technical Support & Training to join our growing team in Morgan Hill, California. This is a primarily in-office role designed to serve as the technical backbone for our field operations and customer success programs., Field Team Technical Support

• Serve as the primary in-office technical resource for field technicians, providing real-time remote guidance via phone, Teams, or remote access tools
• Assist field teams with configuration, programming, and commissioning of security systems from the office environment
• Troubleshoot escalated system issues, network problems, and hardware failures remotely before dispatching additional resources
• Review and QA field documentation, as-builts, and project closeout packages for accuracy and completeness
• Prepare detailed pre-deployment configurations, device templates, and provisioning packages to streamline field installation

Customer & Staff Training

• Develop, schedule, and deliver end-user training programs for customers on newly installed systems, primarily via video conferencing (Teams, Zoom) and occasional on-site sessions
• Create and maintain training materials including user guides, how-to videos, quick reference cards, and system-specific documentation
• Train new and existing field technicians on installation best practices, platform-specific workflows, and QOVO standards
• Conduct onboarding technical orientation for incoming technicians, ensuring competency across core platforms before field deployment
• Coordinate and track certifications and manufacturer training completions for the technical team

Remote System Management & Support

• Monitor, manage, and support deployed systems using cloud management platforms (Verkada Command, Avigilon Cloud, Meraki Dashboard, UniFi, etc.)
• Perform remote firmware updates, configuration changes, and health checks on customer systems
• Handle Tier 2/Tier 3 support escalations for service calls that cannot be resolved by field technicians
• Maintain and update system documentation, network diagrams, and configuration records in ConnectWise Manage

Pre-Project Technical Coordination

• Review project scopes, drawings, and specifications prior to field deployment - flagging conflicts or design concerns
• Prepare device programming templates, network configuration sheets, and installation packages for field teams
• Coordinate with vendors, distributors, and manufacturers on product configuration, RMAs, and technical resources
• Support estimating and proposal development with technical input on system design, labor assumptions, and scope validation

Electronic Security Systems Knowledge

• Maintain deep working knowledge of:
• IP video surveillance systems (Verkada, Avigilon, Axis, Milestone, or similar)
• Electronic access control platforms (controller configuration, credential management, lock hardware integration)
• Intrusion detection and alarm systems
• Intercom and video intercom systems
• Cloud-managed and on-premises physical security platforms

Networking & Infrastructure

• Configure and troubleshoot IP networks supporting security systems, including:
• VLANs, DHCP / static IP addressing, NAT / routing fundamentals
• DNS, PoE switching, firewall rule coordination
• VPN connectivity, wireless bridge connectivity, port forwarding
• Diagnose network performance and connectivity issues impacting security systems
• Support field teams with network configuration guidance and remote switch/router access

Documentation & Process

• Maintain accurate internal knowledge base articles, installation standards, and technical SOPs
• Document service activities, configuration changes, and support interactions in ConnectWise Manage
• Support the development and continuous improvement of internal workflows and field standards, * Sit and work at a computer workstation for extended periods
• Use standard office equipment including computers, monitors, phones, and headsets
• Distinguish wire colors (for occasional hands-on lab or training scenarios)
• Lift and carry up to 30 pounds (equipment, tools, demo hardware)
• Travel locally to customer sites or training locations as needed (occasional)
• When on-site: walk various terrain, work in server rooms or IDF closets, and adhere to applicable safety protocols, * Frequent use of video conferencing platforms for remote support and customer training delivery
• Answering incoming support calls and providing outbound technical guidance to field teams and customers
• Flexible schedule availability for occasional after-hours support escalations

Site Work and Off-Site Training (10-20%)

• Occasional travel to customer sites for commissioning support, system acceptance, or on-site training
• Visits to regional vendor facilities or manufacturer training events
• When on-site: compliant with all applicable safety requirements including PPE in construction environments

Do you have experience in Video surveillance?, * Minimum 5+ years of experience in electronic security systems integration or low-voltage systems

• Strong hands-on background with IP networking, access control, surveillance, alarm systems, and structured cabling - now applied in a support and training capacity
• Demonstrated ability to remotely diagnose complex system and network issues
• Experience configuring managed switches and network infrastructure
• Strong understanding of PoE systems and network-dependent security hardware
• Ability to read and interpret technical drawings, wiring schematics, and floor plans
• Excellent verbal and written communication - comfortable presenting to customers and leading virtual training sessions
• Strong organizational skills and attention to detail - able to manage multiple support requests and projects simultaneously
• Ability to pass background screening where required by customer contracts

Preferred Qualifications

Strong Working Knowledge of:

• Verkada Command
• Avigilon Cloud Suite (Alta, Alta Aware)
• Meraki Dashboard
• UniFi / UISP Cloud Management
• LanScan / Nmap
• Wireshark
• Microsoft Entra ID / Azure AD
• Apple Business Manager / Apple Configurator
• Remote Management Software (TeamViewer or similar)

Working Knowledge of:

• ConnectWise Manage or similar PSA/CRM platform
• Microsoft Office 365 Suite (Teams, Outlook, Word, Excel)
• Terminal Emulator (Mac or Linux-based)
• Lead or CRM sourcing tools (ZoomInfo, Salesforce, etc.), * Comfortable leading virtual and in-person training sessions with customers and internal staff
• Ability to communicate complex technical topics clearly to non-technical audiences
• Self-motivated with strong time management and ability to prioritize competing demands
• Strong team orientation - ability to build trust with field teams and serve as a reliable resource
• Analytical problem-solver with the ability to diagnose issues remotely with limited on-site visibility
• High ethical standards, professionalism, and customer-first mindset
• Ability to maintain focus and follow-through on long-cycle support and documentation tasks
• Strategic thinker with the ability to identify process gaps and recommend improvements

Pulled from the full job description

• Paid training
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance, Compensation Range: $80-140k DOE

QOVO Solutions offers a competitive compensation package including:

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• 401(k) plan with company match
• Profit sharing program
• Paid time off
• Paid holidays
• Ongoing training and certification opportunities
• Company-provided tools/equipment (as applicable)

Work Schedule

Typical work schedule is Monday through Friday, based in our Morgan Hill, CA office. This role may occasionally require:

• Early morning starts or evening availability for critical support escalations
• Occasional weekend work
• Local or regional travel for customer training or project support

Equal Employment Opportunity Statement

QOVO Solutions, Inc. is an equal opportunity employer and makes employment decisions without regard to race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, military or veteran status, reproductive health decision-making, or any other characteristic protected by applicable federal, California, or local law.

QOVO Solutions is committed to providing reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs, practices, or observances.

At-Will Employment Notice

Employment with QOVO Solutions, Inc. is at-will. This means either the employee or the company may terminate employment at any time, with or without cause or advance notice, subject to applicable law.