Technical Support Specialist II

The Technical Support Specialist II at BlueWave Security plays a critical role in supporting our customers and field technicians. You’ll troubleshoot access control and video surveillance systems, remotely support in-the-field technicians through repairs and installs, build wiring diagrams from scratch, onboard and train new customers, and lend technical expertise to our sales team., * Promptly respond to support inquiries via phone, email, or ticketing system

• Diagnose and resolve hardware, software, and networking issues related to BlueWave’s access control and video surveillance systems
• Document cases, resolutions, and support best practices
• Remotely guide field technicians through installations and repairs
• Create wiring diagrams and support documentation
• Configure video surveillance and access control systems
• Escalate complex issues to senior staff when needed
• Day-of-install, ensure scope-of-work is clear and on track with both customer and technician
• Onboard customers onto their systems and conduct product trainings
• Join sales or internal calls to provide technical input where applicable: help scope projects and review quotes for technical accuracy

This role requires a proactive individual with strong technical knowledge and communication skills, who takes ownership of their work. It’s an ideal fit for a technical support professional who wants to deepen their hands-on skills - or for an access control installer ready to trade the truck for a desk without giving up the technical work., * 3+ year experience in access control, low-voltage systems, or related technical field - field service or customer support desk with hands on troubleshooting

• Comfortable with hardware, software, and IT/networking related to video and IP addressable access control
• Able to create clear, accurate wiring diagrams from scratch for low-voltage systems
• Clear, professional communicator with a customer-first mindset
• Organized, proactive, and takes ownership of work
• Enjoys collaborating across support, engineering, and project management
• Bachelor’s degree in a technical field or an equivalent combination of relevant certifications and hands-on experience

Medical, dental, and vision insurance * Paid time off * Clear path for growth * Collaborative team environment * Certification reimbursement ( e.g. CompTIA Network+)