Technical Support Engineer

About Rhombus

Founded in 2016, Rhombus is on a mission to make the world a safer place with an intelligent platform that combines cameras, sensors, and AI analytics to help organizations improve safety and operations at scale.

As a Technical Support Engineer
, you will develop solutions to customer specifications, provide hands‑on support, and collaborate with Sales, Engineering, and Product teams to deliver systems that truly meet customer needs.

• Implement new feature requests for customers by configuring cameras, sensors, and access‑control hardware.
• Collaborate with clients and the Rhombus Engineering team to resolve product or system issues, including network connectivity, firmware, and integrations.
• Provide regular issue and trend reporting to help internal teams understand recurring customer challenges and drive product improvements.
• Analyze support processes and recommend strategies to reduce common issues, improve installation success rates, and streamline customer onboarding.
• Troubleshoot system and customer issues to validate product or service defects by reproducing behavior to isolate root causes.
• Support new product launches by tracking early bugs and providing detailed feedback to Product Management.
• Develop support‑tracking metrics to demonstrate common customer challenges and strengthen feedback loops between internal teams.

• 2–4 years of technical or IT support experience, ideally with hardware, IoT, or security products.
• Experience with ticketing systems (e.g., Zendesk) and managing a high volume of technical inquiries.
• Previous experience working with or supporting SaaS products, especially with device‑management platforms.
• Comfortable learning new tools and configuring cloud‑managed devices or systems.
• Strong networking fundamentals: VLANs, PoE, firewall rules, and basic troubleshooting.
• Excellent communication skills with customers via phone, email, and remote support.
• Familiarity with access‑control is preferred — door controllers, readers, wiring, relays, and basic locking device behavior.
• Knowledge of RESTful web services (Postman) for debugging or automation tasks.
• Experience with Python, HTML/JavaScript is a plus.

This is a hybrid position based in Sacramento, CA. Candidates must be able to commute to the office 2–3 times a week.

Candidates must be authorized to work in the U.S. without requiring sponsorship now or in the future.

$80,000 – $95,000, plus performance bonuses and equity. Individual pay is determined based on the primary work location and relevant skills, experience, and background. Compensation details can be discussed during the interview process.

• Competitive Salary & Equity Options
• Flexible Schedule & Paid‑Time Off
• Excellent Healthcare Coverage
• Generous Family Leave Policy
• WFH & Workspace Supplies
• Career Growth & Professional Development
• Dog‑Friendly Office & Pet Insurance

• Customers Come First: We’re obsessed with improving our users’ lives and constantly question how we can improve upon what already exists.
• One Team: Innovation in the physical‑security industry can’t be accomplished by a single person; we collaborate with exceptional individuals to inspire our best work.
• Think Greater: We believe the best ideas can come from anywhere and strive to create an open environment where individuals can contribute and make an impact.
• Act with Integrity: Honest communication is key to success. We conduct business the way it should be — with high ethical standards and to do what’s right.

Rhombus is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace that reflects the communities we serve. Applicants from all backgrounds and experiences are encouraged to apply.