Job Description

Job Description

We're looking for a Technical Support Specialist (Level 3 - QA) . This role is all about delivering exceptional customer service while supporting and troubleshooting low-voltage workplace technology systems for clients, field staff, and internal teams.

While much of the work is done remotely out of their Eden Praiire office, you'll also play a key role in onsite support, training, and quality assurance-both locally and nationally. Expect travel up to 60% and participation in an on-call rotation to address critical service issues.

📍 Eden Prairie, MN | 💵 Base salary up to $110K + $6,000/year car allowance + $900/year phone stipend

What You'll Do

• Provide advanced technical support and troubleshooting for customers, coordinators, field technicians, and project managers
• Partner with Business Development and Operations teams on pre-sales and post-sales technical support
• Deliver training (remote and onsite) to field personnel, ensuring compliance with codes, client requirements, and company standards
• Act as an escalation point for complex troubleshooting, programming, and servicing of client systems
• Pre-program, build, and stage equipment to streamline installations
• Handle remote and onsite system programming, commissioning, and QA audits
• Assist with technical planning, issue resolution, and commissioning during installations and service projects
• Conduct user training for clients and technical training for field staff
• Support continuous improvement by sharing feedback on processes, efficiency, and client satisfaction
• Build strong professional relationships with clients, vendors, partners, and colleagues
• Take part in weekday and weekend on-call rotations to ensure critical coverage

Systems You'll Support

• Primary : Security-related systems (video surveillance, access control, intrusion detection, EAS)
• Additional : Network programming, fire alarm systems, data infrastructure, AV, DAS, and other low-voltage systems

What We're Looking For

• Experience : 5+ years installing, configuring, programming, and servicing video, access control, and intrusion systems
• Technical breadth : Exposure to low-voltage cabling, data infrastructure, fire alarms, AV, DAS, EAS, or related workplace technologies
• Certifications (preferred) :
• Industry: MN Power Limited Technician (PLT), NICET Video Security Systems Technician, ESA, or equivalent
• Manufacturer: Axis, Milestone, Genetec, Exacq, Bosch, KeyScan, Avigilon, Lenel S2, March Networks, Open Options
• Skills : Strong troubleshooting, decision-making, and multitasking abilities in a fast-paced environment
• Knowledge : Familiarity with NEC standards and proficiency in Windows/MS Office applications
• Communication : Excellent written and verbal skills with a customer-first mindset
• Flexibility : Ability to travel up to 60% and participate in after-hours on-call support

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.

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