Technical Support Engineer Team Leader

About the role

Genetec is looking for a Technical Support Engineer Team Leader to manage a small team of support engineers while delivering high‑quality post‑sales service to customers across multiple channels.

Key responsibilities

• Lead and mentor a team of 3‑4 support engineers, handling complex cases and technical escalations.
• Provide remote and on‑site technical support, including installations, audits, maintenance and troubleshooting of Genetec security solutions.
• Develop and deliver product training, onboarding and reverse‑shadowing for new staff.
• Collaborate with sales, CRM, and development teams to resolve portal and login issues and improve system functionality.
• Document incidents in the trouble‑ticket system and contribute to knowledge‑base articles.

Required profile

• Diploma or degree in Computer Science, Engineering or related field, or equivalent certifications (CCNA, CCNP).
• 3‑5 years of experience in technical support, preferably in physical security environments.
• Strong analytical, troubleshooting and multitasking abilities with a customer‑service mindset.
• Valid driver’s licence, passport and willingness to travel up to 35% for field assignments.

Required skills

• CCNA/CCNP networking certification.
• Windows server administration (Active Directory, IIS, GPO, clustering).
• Network configuration and troubleshooting (switches, routers, IP protocols).
• Experience with video security over IP, CCTV and access‑control systems.
• SQL database knowledge and understanding of TCP/UDP/IP stack.
• Familiarity with SAN/NAS/iSCSI storage and server virtualization concepts.
• Hands‑on experience with Genetec Security Center, Stratocast and Horizon platforms.