Remote Security Systems Technical Support Associate

Remote Security Systems Technical Support Associate

Project Manager

Required skills:

Linux

Region:
Costa Rica, Dominican Republic, Guatemala, Belize, Mexico

This provider of live agent monitoring services specializes in life safety and technology sectors, including security, fire alarm monitoring, and IoT device connectivity. The organization operates high-availability monitoring centers and leverages advanced technology platforms to deliver reliable customer engagement and video surveillance solutions. They support a diverse client base ranging from regional providers to national brands, offering redundant systems and API connectivity to ensure seamless service integration and emergency response for business partners.

The Remote Technical Services Associate provides essential support for video and access control systems. In this role, you will act as the initial point of contact for clients, managing inquiries and ensuring technical issues are resolved efficiently. You will monitor system health, perform entry-level troubleshooting across multiple platforms, and coordinate field service activities. This role is vital for maintaining system reliability and delivering high-quality service, offering the opportunity to own customer outcomes while developing a strong technical foundation in physical security and networking technology.

• Resolve customer inquiries regarding video and access control systems via phone, email, and case management tools.
• Manage the lifecycle of support cases to ensure customer requests are documented accurately and resolved within service level agreements.
• Monitor system notifications and alarms to proactively identify and address potential performance issues before they impact clients.
• Diagnose entry-level Windows, Linux, and networking problems using established troubleshooting protocols.
• Coordinate with field service technicians and logistics teams to schedule installations and track equipment shipments.
• Collaborate with internal departments, including sales and account management, to facilitate efficient fulfillment of customer requests.
• Perform initial assessments of technical failures and elevate complex issues to senior technical staff when necessary.

• Strong verbal and written communication skills.
• Proficiency with basic computer systems and fundamental networking concepts.
• Ability to work effectively in a fully remote environment.

• IT certifications such as Network+ or Security+.
• Experience with Salesforce or similar CRM platforms.
• Familiarity with Video Management Systems (VMS) or physical access control technology.
• Prior experience in a technical support or customer-facing role.
• Up to 40 hours per week.
• Long-term contract duration with potential for renewal.
• Long Term Training Provided

About your mission

A US-based technology company is seeking a Remote Technical Services Associate to provide first-line support for video surveillance, access control, and related security technology platforms. This is a remote, customer-facing role combining technical troubleshooting, system monitoring, Salesforce case management, and coordination with internal service teams.

About the client

The company partners with industry professionals, integrators, and technology innovators to ensure continuous service delivery, data-driven insights, and seamless system operation. Its offerings include hosted monitoring, interactive verification solutions, multi-channel communication platforms, API connectivity, and location-aware services, all supported by geographically diverse facilities built for reliability and redundancy.