Security L2 Technical Support Team Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the daily L2 queue triage: prioritize tickets based on urgency, SLA exposure, and install-linkage; ensure no ticket remains unaddressed without owner visibility.

• Act as the lead in the absence of the Support Manager — make real-time decisions on escalation routing, coverage gaps, and customer communication without needing manager availability.

• Maintain channel hygiene across Teams support and onboarding channels; ensure all L2 team members adhere to proper routing protocols and quickly flag any deviations.

• Manage SLA compliance visibility for the team; proactively highlight aging tickets and at-risk cases to the Support Manager.

• Oversee the L2 on-call and after-hours coverage schedule in collaboration with the Support Manager; ensure coverage assignments are confirmed prior to each cutover window, high-risk installation, or enterprise go-live.

• Be the first point of contact when issues arise during after-hours or weekend coverage; resolve or escalate as needed before involving the Support Manager.

• Maintain the install-linked coverage tracking model; ensure technician assignments are documented and compliant with FLSA regulations before each coverage period.

• Act as the primary technical onboarding resource for new L2 hires: create and implement structured shadowing, conduct skill gap assessments, and provide readiness confirmation before new team members manage cases independently.

• Mentor L2 team members on escalation urgency standards and technical decision-making; differentiate between true L3-required issues and those that can be resolved within the L2 tier.

• Conduct regular team knowledge sessions — translate resolved L3 tickets, recurring incident trends, and product updates into applicable L2 training and Intercom knowledge base entries.

• Offer informal performance feedback to the Support Manager regarding team members’ technical growth, emerging skill gaps, and coaching possibilities; participate in L2 candidate interviews upon request.

• 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.

• Oversee and manage the support and onboarding Teams channels; ensure adherence to proper routing protocols and maintain channel hygiene across the team.

• Utilize advanced troubleshooting skills to diagnose and resolve equipment and software issues; escalate to L3 only when resolution requires backend platform access or engineering involvement.

• Prepare accurate and detailed service reports for both customers and Genea promptly to facilitate 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.

• Extensive hands-on experience with physical access control platforms, HID and Mercury hardware, and low-voltage electronic systems.

• Proven expertise with credential formats and card technologies (HID iClass, Wiegand, OSDP, custom bit formats).

• Strong knowledge of TCP/IP networking, Windows environments, and serial communication protocols (RS232, RS485).

• Experience in supporting enterprise or multi-site implementations in collaboration with third-party integrators.

• Proven ability to manage escalations — both receiving them from L1/L2 and routing them to L3 with the appropriate context and urgency.

• Demonstrated experience in a team lead, senior technician, or informal leadership role within a field services or support organization.

• Excellent written and verbal communication skills; capable of translating technical findings for non-technical stakeholders.

• Proficient in ticketing systems (Zendesk or equivalent), remote management tools, and the MS Office suite.

• Associate degree or equivalent from a two-year technical college, or 10–15+ years of equivalent field experience.

🏝️ 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