Stone - Support Engineer

Bear Com is the largest distributor of wireless voice, data, and video solutions in North America, and North America's largest two-way radio channel partner for Motorola, with more than 40 years of industry leadership, partnerships with leading manufacturers including JVC Kenwood and Avigilon, and a network of 75+ branches across North America.

As part of the Bear Com family, Stone Security brings deep expertise in security integration, backed by partnerships with leading OEMs including Axis, Milestone, and LenelS2, and delivering top-notch services and products built on a foundation of excellence, innovation, and customer satisfaction. Together, Bear Com and Stone Security deliver communication, technology, and security solutions that help organizations operate safely, efficiently, and effectively – offering customers scalable solutions and employees the platform to build meaningful, high-impact careers.

JOB DESCRIPTION Stone Security is seeking a Support Engineer to provide exceptional technical support and troubleshooting for our advanced security software and hardware systems. This role is responsible for maintaining, integrating, and optimizing security solutions such as Milestone, LenelS2, and DMP, ensuring seamless operation for our customers. The ideal candidate is detail-oriented, technically skilled, and thrives in a fast-paced, customer-centric environment.

As a Support Engineer, you will diagnose and resolve system issues, coordinate service and maintenance calls, and ensure compliance with Federal, State, and local regulations. This position is key in maintaining customer satisfaction, supporting project teams, and delivering high-quality security solutions.

Key Responsibilities Technical Support & Troubleshooting:

Provide technical support and troubleshooting for security software and hardware systems, including Milestone, LenelS2, and DMP.Diagnose and resolve system performance issues, ensuring optimal functionality.

Perform custom systems integrations, detailed system upgrade planning, and system audits.

Service & Maintenance Coordination:

Schedule and coordinate service and maintenance calls with customers.

Perform routine and corrective maintenance of installed security and access control systems.

Ensure all service work complies with applicable Federal, State, and local regulations.

System Installation & Configuration:

Assist with the installation, configuration, and support of electronic security solutions.

Collaborate with the Projects and Sales teams to support system design, implementation, and customer needs.

Customer Support & Consultation:

Provide expert consultation on system performance, maintenance, and upgrades.

Maintain strong relationships with clients by delivering exceptional customer service.

Additional Responsibilities:

Support internal teams with troubleshooting, documentation, and knowledge sharing.

Stay updated on industry trends, emerging technologies, and security best practices.

Perform any other duties as assigned by Management.
2+ years of experience in security systems support, technical support, or a related IT field.

Proficiency in Milestone, LenelS2, DMP, or similar security software platforms.

Strong troubleshooting and problem-solving skills for security, video surveillance, and access control systems.

Ability to read and interpret technical manuals, schematics, and wiring diagrams.

Excellent customer service and communication skills.

Strong organizational skills with the ability to manage multiple tasks and prioritize workload.

Preferred:

Associate’s or Bachelor's degree in IT, Computer Science, Engineering, or a related field.

Experience with networking concepts, IP-based security systems, and system integrations.

Certifications in security systems (e.g.,…