Technical Support Specialist II

Type: Hourly | Full-Time | 8am - 4pm M-F

Role Description :

The Technical Support Specialist II at Blue Wave Security plays a critical role in supporting our customers and field technicians. You'll troubleshoot access control and video surveillance systems, remotely support in-the-field technicians through repairs and installs, build wiring diagrams from scratch, onboard and train new customers, and lend technical expertise to our sales team.

This role requires a proactive individual with strong technical knowledge and communication skills, who takes ownership of their work. It's an ideal fit for a technical support professional who wants to deepen their hands-on skills — or for an access control installer ready to trade the truck for a desk without giving up the technical work.

Key Responsibilities:

• Promptly respond to support inquiries via phone, email, or ticketing system
• Diagnose and resolve hardware, software, and networking issues related to Blue Wave’s access control and video surveillance systems
• Document cases, resolutions, and support best practices
• Remotely guide field technicians through installations and repairs
• Create wiring diagrams and support documentation
• Configure video surveillance and access control systems
• Escalate complex issues to senior staff when needed
• Day-of-install, ensure scope-of-work is clear and on track with both customer and technician
• Onboard customers onto their systems and conduct product trainings
• Join sales or internal calls to provide technical input where applicable: help scope projects and review quotes for technical accuracy

Ideal Candidate:

• 3+ year experience in access control, low-voltage systems, or related technical field — field service or customer support desk with hands on troubleshooting
• Comfortable with hardware, software, and IT/networking related to video and IP addressable access control
• Able to create clear, accurate wiring diagrams from scratch for low-voltage systems
• Clear, professional communicator with a customer-first mindset
• Organized, proactive, and takes ownership of work
• Enjoys collaborating across support, engineering, and project management
• Bachelor’s degree in a technical field or an equivalent combination of relevant certifications and hands-on experience

Benefits Include:

• Medical, dental, and vision insurance
• Paid time off
• Clear path for growth
• Collaborative team environment
• Certification reimbursement ( e.g. CompTIA Network+)

If you’re passionate about solving technical challenges and want to play a pivotal role in a growing, innovative security company, we’d love to hear from you.