Security L2 Technical Support Team Lead

1 hour, 46 minutes ago
Full-time
Lead
Cybersecurity
Genea

Genea

Genea offers cloud-based access control security, overtime HVAC management, and submeter billing solutions to automate operations and modernize buildings, empowering users with system flexibility and efficiency.

Internet Software & Services
51-250
Founded 2006
$2M raised

Description

  • Own daily L2 queue triage and prioritize tickets by urgency, SLA exposure, and installation impact.
  • Act as the lead in the Support Manager’s absence by making real-time decisions on escalations, coverage gaps, and customer communication.
  • Manage the L2 on-call and after-hours coverage schedule and ensure coverage is confirmed for cutovers, high-risk installations, and enterprise go-lives.
  • Serve as the primary technical onboarder for new L2 hires by designing shadowing, assessing skill gaps, and confirming readiness for independent case handling.
  • Coach L2 team members on escalation standards, technical decision-making, and L2-to-L3 routing decisions.
  • Run recurring knowledge sessions and convert resolved issues, incident patterns, and product updates into training materials and knowledge base content.
  • Own technical escalation handling, including L2-to-L3 handoffs, root cause analysis, corrective actions, and preventive actions.
  • Support enterprise and multi-site implementations, including controller migrations, phased cutovers, and partner coordination.
  • Install, configure, troubleshoot, and support access control hardware, firmware, credentials, and integrations.
  • Produce service reports, escalation logs, system audits, and technical documentation to support operations and invoicing.

Requirements

  • 10–15+ years of experience in physical security systems, access control, or related field services roles.
  • Deep hands-on experience with physical access control platforms, HID and Mercury hardware, and low-voltage electronic systems.
  • Demonstrated expertise with credential formats and card technologies including HID iClass, Wiegand, OSDP, and custom bit formats.
  • Strong understanding of TCP/IP networking, Windows environments, and serial communication protocols such as RS232 and RS485.
  • Experience supporting enterprise or multi-site implementations in coordination with third-party integrators.
  • Proven ability to manage escalations from L1/L2 to L3 with appropriate context and urgency.
  • Experience in a team lead, senior technician, or informal leadership capacity within a field services or support organization.
  • Excellent written and verbal communication skills for translating technical findings to non-technical stakeholders.
  • Proficiency with ticketing systems such as Zendesk, 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.
  • Experience with the Genea access control platform or comparable cloud-based access control systems (preferred).
  • Familiarity with mobile credential systems, including wallet keys and MOB keys, and their issuance workflows (preferred).
  • Experience with elevator control integrations, advanced access scheduling, and camera/video integration (preferred).
  • Experience writing or maintaining technical SOPs, onboarding guides, or training documentation (preferred).
  • Experience designing or managing on-call rotation schedules or after-hours coverage models (preferred).

Benefits

  • Estimated base salary of $120,000–$140,000.
  • Medical, dental, and vision insurance.
  • Flexible spending accounts (FSA).
  • Life insurance, accidental death and dismemberment (AD&D) insurance, and long-term disability (LTD) coverage.
  • Paid time off (PTO).
  • 401(k) retirement savings plan with 401(k) matching.
  • 100% paid parental leave.
  • Remote work options.
  • Development and training opportunities.

Interested in this position?

Apply directly on the company website

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