Role Overview

Own daily L2 queue triage: prioritize tickets by urgency, SLA exposure, and install-linkage; ensure no ticket ages without owner visibility.
Serve as acting lead in the Support Manager’s absence — make real-time judgment calls on escalation routing, coverage gaps, and customer communication without requiring manager availability.
Enforce channel hygiene across Teams support and onboarding channels; ensure proper routing protocols are followed by all L2 team members and flag drift quickly.
Own SLA compliance visibility for the team; surface aging tickets and at-risk cases to the Support Manager proactively.
Own the L2 on-call and after-hours coverage schedule in coordination with the Support Manager; ensure coverage assignments are confirmed before each cutover window, high-risk installation, or enterprise go-live.
Serve as the first call when issues arise during after-hours or weekend coverage windows; resolve or escalate as appropriate before involving the Support Manager.
Maintain the install-linked coverage tracking model; confirm that technician assignments are logged and FLSA-compliant before each coverage period.
Serve as the primary technical onboarder for new L2 hires: design and deliver structured shadowing, conduct skill gap assessments, and provide readiness sign-off before new team members handle cases independently.
Coach L2 team members on escalation urgency standards and technical decision-making; distinguish true L3-required issues from those resolvable within the L2 tier.
Run recurring team knowledge sessions — translate resolved L3 tickets, recurring incident patterns, and product updates into practical L2 training and Intercom knowledge base entries.
Provide informal performance input to the Support Manager on team members’ technical progress, emerging skill gaps, and coaching opportunities; participate in L2 candidate interviews when requested.
Lead technical support for large-scale and enterprise implementations, including multi-site deployments, controller migrations (e.g., EP to MP controller upgrades), and phased cutovers.
Monitor and manage the support and onboarding Teams channels; enforce proper routing protocols and ensure channel hygiene across the team.
Use advanced troubleshooting skills to isolate and resolve equipment and software malfunctions; escalate to L3 only when resolution requires backend platform access or engineering involvement.
Complete accurate and detailed service reports for both customers and Genea in a timely manner to support invoicing and job tracking within the ticketing system (Zendesk).

Requirements

10–15+ years of experience in physical security systems, access control, or related field services roles.
Deep hands-on experience with physical access control platforms, HID and Mercury hardware, and low-voltage electronic systems.
Demonstrated expertise with credential formats and card technologies (HID iClass, Wiegand, OSDP, custom bit formats).
Strong understanding of TCP/IP networking, Windows environments, and serial communication protocols (RS232, RS485).
Experience supporting enterprise or multi-site implementations in coordination with third-party integrators.
Proven ability to manage escalations — both receiving them from L1/L2 and routing them to L3 with appropriate context and urgency.
Demonstrated experience in a team lead, senior technician, or informal leadership capacity within a field services or support organization.
Excellent written and verbal communication skills; able to translate technical findings for non-technical stakeholders.
Proficient in ticketing systems (Zendesk or equivalent), remote management tools, and MS Office suite.
Associate degree or equivalent from a two-year technical college, or 10–15+ years of equivalent field experience.

Tech Stack

TCP/IP

Benefits

Medical, dental, and vision insurance
Flexible spending accounts (FSA)
Life insurance
Accidental death and dismemberment (AD&D) insurance
Long-term disability (LTD) coverage
Paid time off (PTO)
401(k) retirement savings plan

Genea

Open Positions (1)

Engineering

Security L2 Technical Support Team Lead