Technical Support Engineer

Base Pay Range

$60,000.00/yr - $65,000.00/yr

Security Products and Solutions Group (SPS) is a leading provider of video management, access control, intrusion and business intelligence solutions for the security industry. We go to market under the brands 3xLOGIC, PACOM and Sonitrol. Our team designs, builds and sells both hardware and software solutions. SPS is a Division of Securitas Technology, world‑leading provider of integrated security solutions that protect, connect, and optimize businesses of all types and sizes.

More than 13,000 colleagues in 40 countries focus daily on our purpose to help make the world a safer place and on delivering an unparalleled client experience.

The primary function of this role is to provide application and configuration support to our Dealers/Integrators and assist during the installation and service of 3xLOGIC video (Vigil) and/or Access Control (Infinias) products. This is a customer‑facing role that requires extensive knowledge of Video Management Systems and Electronic Access Control Systems, both On‑Prem and Cloud‑Based. The position is remote; candidates local to the Fishers office are encouraged to come into the office once a month.

The role is part of the Securitas Products and Solutions group.

Attention to detail and customer relations skills are key to success. Excellent written and verbal communication, the ability to manage multiple tasks and priorities simultaneously, and strong analytical and problem‑solving skills are essential. Logical troubleshooting to ensure timely resolution of customer issues is also required.

• Develop and maintain an extensive working knowledge of the supported 3xLogic products.
• Learn and maintain a fundamental understanding of all product operating environments.
• Work with 3xLogic customers to diagnose and resolve all hardware and software issues, answer questions and alleviate concerns.
• Remotely install, configure and deploy software on physical servers as well as virtualized environments.
• Troubleshoot system‑reported issues.
• Troubleshoot network connectivity issues.
• Serve as the liaison between the customer and engineering teams.
• Collaborate with sales, engineering, and product development teams to align with customer needs.
• Efficiently and effectively provide detailed documentation of customer interactions in the ticketing management system.
• Perform other tasks as assigned by management.

• Background in Video and Access Control Security Systems.
• Strong organizational skills.
• Excellent verbal and written communication skills.
• Ability to transfer knowledge and translate technical concepts to non‑technical customers.
• Ability to learn in a fast‑paced environment.
• Functional knowledge of Windows 10 and Server 2008 to current.
• Experience troubleshooting system hardware, software, and integration issues.
• Experience setting up and using virtualized environments.
• Experience in basic network and firewall setup and troubleshooting network communication issues.
• Strong knowledge of database architectures and methodologies, ideally Microsoft SQL Server 2008+; ability to manipulate data efficiently using SQL.
• Excellent knowledge of VM environments and Microsoft Clustering.
• Ability to work without direct supervision.

3xLogic believes in giving each applicant an equal opportunity to succeed on their own merit. We strive to hire employees that reflect and support the diverse perspectives, experiences, and needs of employees and our communities, including but not limited to race, national or ethnic origin, color, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, and disability.

We remain committed to upholding the values of equity, diversity, and inclusion in our work environments.