Technical Support Engineer (Bilingual English/French)

<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 EMEA region. We are looking for Technical Support Engineers to support our growing base of enterprise customers in our London office. As a member of Technical Support Engineering, 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. This role will report into one of our Technical Support Engineering Managers and is based on-site 5 days per week in our London office.</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>Bilingual in French and English, both verbally and in writing</li> <li>Bachelor's or Master's degree in related technical discipline: Networking, Telecommunications, Systems Administration, Information Technology, Computer Science, Computer Engineering, or Cybersecurity</li> <li>1+ years professional or internship experience in a technical support engineering or IT role</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 working with 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"> <h3><strong>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 programs that can be tailored to meet the personal health and financial well-being needs. Premiums are 100% covered for the employee under most plans and 100% for family premiums</li> <li>Private medical and dental ... (truncated, view full listing at source)