Senior Technical Support Engineer

Verkada is transforming how organizations protect their people and places with an integrated, AI-powered platform. A leader in cloud physical security, Verkada helps organizations strengthen safety and efficiency through one connected software platform that includes solutions for video security, access control, air quality sensors, alarms, intercoms, and visitor management. Over 30,000 organizations worldwide, including more than 100 companies in the Fortune 500, trust Verkada as their physical security layer for easier management, intelligent control, and scalable deployments.

Founded in 2016, Verkada has expanded rapidly with 15 offices and 2,200+ full‑time employees.

Verkada is seeking a Senior Technical Support Engineer to join our elite team of engineers serving our growing base of enterprise customers. This high-impact role centers on owning and resolving challenging issues across the entire suite of Verkada products, acting as the team’s go‑to person for difficult problems, and providing crucial support. Your responsibilities will involve diving deep into intricate customer environments, troubleshooting complex systems, and educating customers and partners on installation and configuration best practices.

You will collaborate closely with the Engineering and Product teams to identify and resolve bugs, providing essential feedback to drive product improvement. You will help develop the team by working with other engineers on tough problems, effective communication strategies, and mastery of the Verkada portfolio. We are explicitly looking for a candidate interested in leveraging this role to grow into a team leadership position over time.

This role requires that you be on‑site 5 days per week at our vibrant headquarters in San Mateo, CA, where collaboration and innovation thrive.

• Full‑stack troubleshooting of the entire Verkada platform including network, hardware, software, and electrical issues
• Provide best practice design, installation, and configuration expertise to enterprise customers
• Communicate technical matters to customer and partners, both orally and in writing
• Own customer issues and escalations from creation to resolution, and assist teammates in doing so too
• Collaborate with Engineering and Product teams to test new products and identify bugs
• Build tools and processes that will scale with our growing team

• 2+ years of professional experience in a Technical Support Engineering or related technical role
• Strong understanding of network fundamentals: HTTP/HTTPS, TLS, VLANs, TCP/IP, DNS, NAT, DHCP, 802.11, firewalls, Ethernet/Cabling, PoE, and software systems
• Bachelor’s or Master’s degree in a related technical discipline:
  Networking, Telecommunications, Systems Administration, Information Technology, Computer Science, Computer Engineering, Electrical Engineering, or Cybersecurity from an accredited university
• Interest in developing a people management career
• Ability to communicate complex technical matters both orally and in writing
• Ability to prioritize in a fast‑paced environment, and work well within a team environment
• Demonstrated problem‑solving skills and attention to detail
• Experience with electrical devices, Linux, APIs, Python, or other coding languages
• Industry certifications are a plus: CCNP, CCNA, CCENT, CCDA, CWNP, CWNA, MCSE, CEH, Network+, Security+, A+

Verkada is committed to fostering a workplace environment that prioritizes the holistic health and wellbeing of our employees and their families by offering comprehensive wellness perks, benefits, and resources. Our benefits and perks programs include, but are not limited to:

• Healthcare programs that can be tailored to meet the personal health and financial well‑being needs. Premiums are 100 % covered for the employee under at least one plan and 80 % for family premiums under all plans
• Nationwide medical, vision, and dental coverage
• Health Saving Account (HSA) with annual employer contributions and Flexible Spending Account (FSA) with tax saving options
• Expanded mental health support
• Paid parental leave policy & fertility benefits
• Time off to relax and recharge through our…