Technical Support Engineer

<div class="content-intro"><h3><strong>Who We Are</strong></h3> <p>Verkada is transforming how organizations protect their people and places with an integrated, AI-powered platform. A leader in cloud physical security, Verkada helps organizations strengthen safety and efficiency through one connected software platform that includes solutions for video security, access control, air quality sensors, alarms, intercoms, and visitor management.<br><br>Over 30,000 organizations worldwide, including more than 100 companies in the Fortune 500, trust Verkada as their physical security layer for easier management, intelligent control, and scalable deployments. Founded in 2016, Verkada has expanded rapidly with 15 offices and 2,200+ full-time employees.</p></div><div class="section page-centered" data-qa="job-description"> <h3><strong>About The Role</strong></h3> Verkada is expanding rapidly in the APAC region. We are looking for Technical Support Engineers to support our growing base of enterprise customers in our Sydney office. As a member of Technical Support, you will join a skilled team supporting the entire line of Verkada cloud-managed building security products. Working independently and collaboratively, you will solve technical issues and advise customers on our platform. Our team is the bridge between customers, Engineering, and Product Management. If you want to make an impact and advance your career in the cloud-managed IoT space, we'd love to hear from you!</div> <div class="section page-centered" data-qa="job-description"> </div> <div class="section page-centered" data-qa="job-description">This role requires that you be on-site 5 days per week at our vibrant office in Sydney where collaboration and innovation thrive.</div> <div class="section page-centered"> <div> <h3>What You'll Do</h3> <ul> <li>Full-stack troubleshooting of the entire Verkada platform including, network, hardware, software, and electrical issues</li> <li>Provide best practice design, installation, and configuration expertise to enterprise customers</li> <li>Communicate technical matters to customers both orally and in writing</li> <li>Own customer issues from creation to resolution</li> <li>Collaborate with Engineering and Product teams to test new products and identify bugs</li> <li>Write technical knowledge base articles and whitepapers</li> <li>Staying up to date on the latest products and industry technologies</li> <li>Build tools and processes that will scale</li> </ul> </div> </div> <div class="section page-centered"> <h3>What You Bring</h3> <ul> <li>1+ year of experience in a Technical Support Engineering or IT role</li> <li>Bachelor's or Master's degree in related technical discipline: Networking, Telecommunications, Systems Administration, Information Technology, Computer Science, Computer Engineering, Electrical Engineering, or Cybersecurity from an accredited college</li> <li>Strong understanding of network fundamentals: HTTP/HTTPS, TLS, VLANs, TCP/IP, DNS, NAT, DHCP, 802.11, firewalls, Ethernet/Cabling, PoE, and software systems</li> <li>Experience with electrical, Linux, APIs, Python or other coding languages is a plus</li> <li>Ability to communicate complex technical matters both orally and in writing</li> <li>Excellent customer service skills and ability to multitask and prioritize in a fast-paced environment</li> <li>Demonstrated problem-solving skills and attention to detail</li> <li>Industry certifications are a plus: CCNP, CCNA, CCENT, CCDA, CWNP, CWNA, MCSE, CEH, Network+, Security+, A+</li> </ul> </div> <div class="section page-centered" data-qa="closing-description"> <div> <div> <h3><strong>Australia Employee Benefits</strong></h3> <p>Verkada is committed to fostering a workplace environment that prioritizes the holistic health and wellbeing of our employees and their families by offering comprehensive wellness perks, benefits, and resources. Our benefits and perks programs include, but are not limited to:</p> <ul> <li>Healthcare pro ... (truncated, view full listing at source)