Support Engineer - Exempt

Seeking a Support Engineer to support a growing, integrated Genetec access control and video solution across a large global user base spanning 100+ locations. You will own end-to-end system management, ensure reliability and security, and collaborate with stakeholders to deliver resilient physical security services at scale., * Administer and maintain Genetec Security Center across access control and video: add/modify devices and cameras, configure hardware, and ensure integrations remain healthy.

• Manage roles, permissions, and user lifecycle; uphold least-privilege access and audit readiness.
• Troubleshoot connectivity and mechanical failures across controllers, readers, cameras, and intercom endpoints; coordinate with vendors as needed.
• Plan and execute system updates, firmware upgrades, and patches; validate rollback plans and change records.
• Provision and manage intercom systems via Sipelia; optimize call routing, audio quality, and availability.
• Develop and deliver operational reports (events, alarms, access audits, uptime) that inform stakeholders and compliance teams.
• Oversee third party plug-ins including video analytics and biometric integrations; validate compatibility, performance, and licensing.
• Administer key management solutions and workflows; ensure chain-of-custody, auditing, and incident procedures.
• Maintain configuration standards, documentation, and runbooks; contribute to knowledge base for global support teams.
• Partner with facilities, security operations, and network teams to diagnose cross domain issues and drive timely resolution.

Technical Support, Access Control, Protective Services, Systems Administration/Management, Technical Support, Physical Security, Hardware Configuration Management, Identify Issues, Systems Maintenance, Computer Firmware, * Hands-on experience supporting Genetec enterprise environments at scale (multi-site, multi-region), including Security Center administration.

• Certifications and strong familiarity with: Genetec Enterprise Systems, ClearID, Axis, Mercury, 2N, HID, Fargo, Life Safety Power, Idemia, Princeton Identity, KeyWatcher, Traka, Assa Abloy, Sipelia, SQL, network protocols (TCP/HTTPS/SIP); RFID and biometric technologies.
• Proficiency in core operational domains: device provisioning, camera and access control configuration, role/user management, patching/firmware, and incident troubleshooting.
• Strong analytical and problem-solving skills with a customer-focused mindset and clear communication across technical and non-technical audiences.
• Experience collaborating with vendors and cross-functional teams in change-controlled environments., * Experience in system conversions/migrations (e.g., platform consolidation, controller/reader transitions, camera fleet refresh).
• Knowledge and familiarity with: OSDP, SIP, TCP, SQL, HTTPS, Reverse Transfer Printing, RFID Encoding, Facial Biometrics.
• Exposure to video analytics, biometric authentication workflows, and plug-in lifecycle management.
• Experience documenting standards, creating runbooks, and coaching level 1/2 support teams.
• The candidate should have the basic certifications below, otherwise they cannot contact Genetec for support: Clear ID Administrator, Omincast Advanced Administrator, Security Center Enterprise Certification, Security Center System Upgrade and Mitigation Certification, Synergis Advanced Administrator