Level 3 Technical Support Engineer (hybrid)

What you will do 
As a Level 3 Technical Support Engineer, you will be a key member of our technical support team for Kantech (EntraPass) & SES Security Solutions software and hardware access control products. This role involves handling complex, time-intensive customer requests that require deep technical expertise and specialization in various technologies.

You will be responsible for providing advanced technical support for both Kantech and SES products. This role involves troubleshooting complex issues, providing solutions to customers, and collaborating with other teams to ensure customer satisfaction. The position is based in the Westford, MA office. Candidates must be commuting distance to the Westford, MA, office, or able and willing to relocate. 

How you will do it 

• Provide advanced technical support for Kantech and SES products, including troubleshooting and resolving complex issues.

• Collaborate with Level 1 and Level 2 support teams to escalate and resolve customer issues.

• Work closely with the engineering and product development teams to identify and resolve product defects.

• Document and maintain detailed records of customer interactions and issue resolutions.

• Participate in the development and improvement of support processes and tools.

• Provide feedback to the product development team to improve product quality and customer experience.

• Manage phone and email support ticketing queues within department SLAs.

• Contribute to, update, and create documentation and knowledge articles for the Kantech & SES knowledge database.

• Resolve issues related to proprietary and third-party device communication.

• Ensure connectivity and performance, understand product schema and data relationships, and perform SQL scripting.

• Enhance performance, review logs, detect problems, and recommend best practices and configuration improvements.

• Improve performance, review logs, and detect issues.

• Manage site requirements, interface with third-party products, and understand communication protocols in the access control industry.

• Engage with high-profile customers to understand issues, provide solutions, and communicate plans both verbally and in writing.

• Investigate logs and historical data to determine the sequence of events and identify failure root causes.

• Set up virtual environments to replicate issues and test potential solutions.

• Document product defects, submit them to Development Engineering, and follow up until resolution.

• Write and review technical documents for internal and public use.

What you will need 
Required

• Bachelor’s degree in Computer Science or a related field. 

• 5 years of experience with CRM systems, including data entry, analysis, and detailed case note recording.

• 5 years of technical support experience and troubleshooting with related tools and technologies. 

• 5 years of customer service experience supporting external customers.

• Proficiency with troubleshooting Microsoft Windows Operating Systems.

Preferred

• Experience with SQL Server administration, Sybase, VM creation and management, and software installation.

• Salesforce

• Familiarity with SQL, XML, IIS, VMWare, Hyper-V, .NET, WireShark, and similar technologies.

• Experience with cloud deployments (Azure, AWS, GCP).

• Basic scripting skills (PowerShell, Bash).

• Proficiency with Microsoft Windows and Linux operating systems.

• CCNA or Network+ certification.

• MCSE certification (Data Platform, Business Intelligence, Server Infrastructure, Communication) or equivalent.

• Experience with VMS and access control hardware, including intelligent controllers, expansion boards, communication equipment, and wiring basics.

• Experience with Installing and troubleshooting Kantech software (EntraPass) and hardware (KT controllers)

• Additional support experience with iPhone, Android, Bluetooth, Mobile Apps, IVR, CCTV, RFID, and electro-mechanical locks.

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.