Security L2 Technical Support Team Lead

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