Technical Support Engineer

This is a fully remote position, open to applicants in South Korea.

📋 Description

• Deliver post-sales technical assistance to customers through phone, email, text chat, and on-site support.

• Identify and resolve intricate issues and service interruptions using software tools.

• Address problems while adhering to established protocols.

• Elevate critical customer-related concerns through the appropriate channels.

• Ensure prompt resolution of customer inquiries.

• Work collaboratively with Technical Support specialists and R&D engineers.

• Build and sustain relationships with both new and existing customers.

• Cultivate and maintain a comprehensive understanding of Genetec solutions.

• Contribute to the advancement of Genetec software and support procedures.

• Engage in the creation of technical documentation and knowledge base articles.

• Record field issues in Genetec’s trouble ticket system and CRM platform.

• Install, audit, evaluate, maintain, and support Genetec systems at customer locations.

• Deliver on-site and off-site professional services, which include proof-of-concept, technical support, system deployment and commissioning, training, audits, status assessments, and consulting for implementation, integration, and change requests.

• Serve as a liaison between Genetec and its clientele.

• Define product and functional requirements based on customer feedback and facilitate customer-specific product development.

• Report to the Team Lead Technical Support, Rest of Asia, with a dotted line to the Country Manager, South Korea.

⛳️ Requirements

• Minimum Diploma/Degree in Computer Sciences, Computer Engineering, Electronics, or a related field.

• At least 5 years of professional experience in a similar position.

• Strong analytical and troubleshooting abilities in both hardware and software domains.

• Adaptable, with a positive "can do" attitude, capable of multitasking and managing priorities effectively.

• Experience in customer service, technical support, and project management.

• Strong sense of urgency with a commitment to continuous learning and evolving alongside the software.

• Excellent team player with the ability to manage one's own workload independently.

• Familiarity with the physical security environment.

• CCNA certification.

• Basic verbal and written communication skills in English.

• Must hold a valid driver’s license and passport.

• Exceptional administrative and troubleshooting expertise in Windows operating systems, including Active Directory, file sharing, IIS, clustering, GPO, and performance monitoring.

• Profound knowledge of networking principles and IP protocols.

• Experience in configuring and troubleshooting networking devices such as switches and routers.

• Experience with IP-based video security systems, CCTV, or access control.

• Familiarity with SQL databases.

• Solid understanding of the TCP, IP, and UDP protocol stack.

• Knowledge of SAN, NAS, and iSCSI network storage principles and best practices.

• Understanding of server virtualization concepts.

• Programming experience in C#, Visual Basic, VBScript, PowerShell, or similar technologies is a plus.

• Experience in Microsoft SQL Server administration is advantageous.

• Technical professional certifications such as MCSE, SQL Server, VMware, or similar are preferred.

• Experience in deploying and troubleshooting CCTV and access control systems is a plus.

• Understanding of vehicle license plate recognition systems and related technologies is beneficial.

🏝️ Benefits

• Collaborative culture that emphasizes mutual respect.

• Opportunities for learning and growth within the role.

• Potential for maximizing professional development.

• Remote work opportunities in South Korea.

• Proficiency in additional languages is considered a strong advantage.

• Travel up to 35% for field engineering assignments.