Remote Support Engineer

Come join our team! At Unlimited Technology, we are committed to our company's core values of Passion, Collaboration, Innovation and Adaptability. With offices throughout the United States, we are a premier cyber and physical security specialty contractor, and we are growing at a rapid pace. We have a wide range of talented and experienced individuals that deliver cutting edge technology solutions to meet our customers’ ever-changing needs.

We secure the facilities and networks of the world’s leading brands and critical infrastructure and are recognized leaders in the physical and IT security, cyber, and managed services industries. UT offers a rewarding career, great benefits, and the chance to learn and work with ground-breaking technology and premier clients.

The Remote Support Engineer is a senior technical resource routinely relied upon to resolve the most complex issues across supported security platforms, and serves as the assigned technical escalation point for Remote Support Engineer I and II personnel.

Remote access is the primary means of support, and support is provided to all customers who submit a service request and can be accessed remotely, with Shield agreement accounts receiving priority. The position serves as a subject matter expert for supported platforms, leads remote troubleshooting on enterprise, multi-site, and mission-critical environments, and develops and recommends troubleshooting procedures, knowledge articles, and support best practices.

This is the Escalate, Resolve and Improve level.

This position reports to the Remote Support Engineering Manager and has no direct reports. Work is assigned through the Remote Support Ticket Request Queue. The Remote Support Engineer III escalates to the Remote Support Engineering Manager and works closely with Service, Project Management, Installation, Systems Engineering, and manufacturers. Engineering levels are cumulative. This position performs the full scope of Remote Support Engineer work across all levels of issue complexity;

the responsibilities below reflect the highest level of independent work expected of this position.

Works as a senior individual contributor and technical authority, providing technical leadership, peer review, mentoring, and escalation support without direct personnel management responsibility. Serves as the assigned escalation point for Remote Support Engineer I and II personnel.

• Provide advanced remote technical support and resolve complex issues across integrated security systems, including enterprise and multi-site environments.
• Serve as the assigned technical escalation point for complex service issues and for Remote Support Engineer I and II personnel.
• Analyze system architecture, configurations, logs, databases, communications, and network performance to determine root cause on the most difficult issues.
• Lead advanced technical escalations with manufacturers and vendors through to resolution.
• Provide remote support for small-scale project work, and identify when project scope exceeds what the support team can absorb without affecting service response.

Participate in the on-call rotation and extended-hours coverage as the senior escalation resource.

• Serve as a primary technical point of contact for assigned service requests throughout the service request lifecycle, from initial response through resolution.
• Provide timely, professional, and proactive status updates to customers, and communicate troubleshooting activities, findings, and recommended actions in terms the customer can act on.
• Set appropriate expectations regarding response, diagnosis, and resolution, including when an issue is complex, requires on-site support, depends on a manufacturer or vendor, or will extend beyond the initial estimate.
• Confirm customers understand the current status of their request, the next steps, and any actions required on their part before closing communication on an issue.
• Communicate clearly with field technicians during active troubleshooting, providing direction, diagnostic guidance, and confirmation of findings so field time is used effectively.
• Keep Service, Project Management, Installation, and Systems Engineering informed of issue status, dependencies, and anything affecting schedule, scope, or customer expectations.
• Escalate promptly and with context when an issue exceeds the engineer’s scope,…