> Markdown version of [/jobs/ext/163480-stone-support-manager-support-denver-co](https://www.wearedevelopers.com/jobs/ext/163480-stone-support-manager-support-denver-co). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Stone - Support Manager - Support Denver, CO - **Company:** Bearcom Operating, LLC - **Location:** Denver, CO, United States - **Experience:** Experienced - **Salary:** $120,000.0 - $130,000.0 - **Contract:** Permanent contract - **Skills:** Computer Networks, Issue Tracking Systems, Intrusion Detection and Prevention, Virtual Private Networks (VPN), Windows Servers, IP Cameras, Expertise in Genetec Systems, Security Support Provider Interface, TCP/IP, Virtual Local Area Networks, Virtualization Technology, Information Technology - **Published:** May 14, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=a7e6f4fdb83292bc ## About the Role Do you have experience in Team management?, * Education: Bachelor's degree in Information Technology, Engineering, Security Management, or equivalent experience. * Experience: 5+ years of experience in technical support, service operations, or NOC/help-desk roles, with at least 2+ years in a leadership or people-management capacity. * Industry Knowledge: Experience working for a security systems integrator, managed service provider, or similar environment supporting enterprise IP video, access control, or related physical security technologies strongly preferred. * Technical Skills: Working knowledge of one or more leading security platforms (e.g., Axis, Milestone, LenelS2, Genetec, Avigilon, or similar). * Problem-Solving: Strong analytical and problem-solving skills with the ability to manage multiple priorities and escalations in a fast-growing environment. * Communication: Excellent communication and customer-service skills, with the ability to translate technical concepts for non-technical audiences. * Systems & Tools: Experience with ticketing systems, remote-support tools, and documentation/knowledge-base platforms. * Collaboration: Ability to collaborate across distributed teams and work closely with Sales, Operations, Engineering, and vendor partners. Preferred * Certifications from key OEM partners (e.g., Axis, Milestone, LenelS2) or related network/security vendors. * IT/networking background (TCP/IP, VLANs, PoE, VPN, Windows Server, virtualization) supporting IP-based security systems. * Experience managing support for multi-site enterprise customers across North America. * Familiarity with ITIL, service management frameworks, or related best practices. ## Description The Support Manager is responsible for overseeing Stone Security's technical support operations, including Tier 1-3 support, service tickets, maintenance agreements, and customer escalations for our portfolio of video surveillance, access control, and related physical security solutions. This role manages a team of support engineers/administrators, sets performance standards, and partners closely with project management, field operations, and OEM partners (e.g., Axis, LenelS2, Milestone) to deliver timely, high-quality support for enterprise customers. The Support Manager will serve as the operational and strategic leader for Stone Security's post-installation customer experience, ensuring high system uptime, rapid issue resolution, and exceptional service delivery that drives customer retention and growth., Team Leadership & Development * Lead, mentor, and develop a team of support engineers, administrators, and coordinators; set clear performance goals and provide regular coaching and feedback. * Foster a culture of customer excellence, technical rigor, and continuous improvement within the support team. * Conduct regular 1:1s, performance reviews, and skills assessments; identify training and development opportunities to elevate team capabilities. Support Operations Management * Own day-to-day support operations, including ticket triage, assignment, and resolution across phone, email, and remote-access channels, with a focus on meeting SLAs and customer satisfaction targets. * Ensure effective support for deployed systems including IP video surveillance, access control, intrusion detection, and related networking components, coordinating field dispatch when on-site work is required. * Monitor key metrics (ticket volume, response/resolution times, first-contact resolution, system uptime, customer satisfaction) and regularly report performance to Stone Security and BearCom leadership. * Standardize and continuously improve support processes, documentation, runbooks, and knowledge bases to drive consistency and scalability as the organization grows. Customer Escalation & Resolution * Serve as the primary point of escalation for complex or high-impact customer issues, working with internal technical experts and manufacturer partners (Axis, LenelS2, Milestone, etc.) to drive resolution. * Maintain strong customer relationships through proactive communication during critical incidents and post-incident follow-up to prevent recurrence. * Champion the voice of the customer in roadmap and process discussions, feeding recurring issues or enhancement requests back to internal stakeholders and OEM partners. Service Delivery & Contract Management * Oversee support contracts and maintenance agreements, ensuring services are delivered as sold and opportunities for renewals and upsells are communicated to Sales and Account Management. * Coordinate closely with project managers and installation teams to ensure a smooth handoff from project completion into support, including transition documentation and customer training needs. * Support onboarding of new customers and sites into Stone Security's monitoring/support programs, ensuring configurations, access, and alerts are correctly set up. Cross-Functional Collaboration * Partner with Sales, Account Management, Engineering, and Field Operations to deliver seamless customer experiences from pre-sale through long-term support. * Work closely with BearCom corporate teams to align Stone Security support standards with enterprise-wide best practices and reporting requirements. * Engage regularly with OEM partners (Axis, LenelS2, Milestone, Genetec, etc.) to stay current on product updates, troubleshooting techniques, and escalation pathways. ## Related Videos - [This Is Not Your Father's .NET](https://www.wearedevelopers.com/videos/967-this-is-not-your-father-s-net) - [Computer Vision from the Edge to the Cloud done easy](https://www.wearedevelopers.com/videos/263-computer-vision-from-the-edge-to-the-cloud-done-easy) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Introducing Digital Samba Embedded Video Conferencing API MCP Server](https://www.wearedevelopers.com/videos/1640-introducing-digital-samba-embedded-video-conferencing-api-mcp-server) - [Valven Atlas: Engineering Intelligence That Delivers](https://www.wearedevelopers.com/videos/1660-valven-atlas-engineering-intelligence-that-delivers) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [Best Companies to Work For in Berlin: Top 14 Companies in 2023 ](https://www.wearedevelopers.com/magazine/188-best-companies-to-work-for-in-berlin-top-14-companies-in-2023)