Technical Support Engineer

About the role

Verkada is seeking Technical Support Engineers to serve as the primary point of contact for our enterprise client base, resolving complex issues across our cloud-managed security product line. In this role, you will own the full lifecycle of customer technical issues, from initial diagnosis through to final resolution and documentation. You will act as a bridge between the customer and our internal engineering and product management teams, translating technical issues into actionable insights. This position requires a high level of ownership, where you will not only troubleshoot problems but also predict and prevent them through proactive analysis. You will be responsible for advising clients on best practices for installation, system configuration, and optimal design of their security infrastructure. Additionally, you will contribute directly to product improvement by identifying recurring bugs and providing detailed feedback to the engineering team. This role involves creating clear, concise technical documentation, such as whitepapers and knowledge base articles, to empower both customers and support colleagues. Ultimately, you will define the standard for excellence in customer support through your communication skills and analytical rigor.

Key facts

What you'll do

• Execute full-stack troubleshooting for complex issues spanning hardware, software, network, and electrical systems.
• Serve as the central contact for managing customer inquiries from initial report through final resolution and closure.
• Provide expert guidance to enterprise clients on installation procedures, configuration standards, and design best practices.
• Author detailed technical solutions by creating comprehensive knowledge base articles and professional whitepapers.
• Collaborate closely with product and engineering teams to identify, report, and validate bug fixes for new features.
• Continuously research industry trends and analyze internal product updates to maintain cutting-edge expertise.
• Engineer and implement new internal processes and tools to drive significant improvements in team efficiency and response times.
• Translate highly technical concepts into clear, accessible language for customers through both verbal explanations and written communication.
• Analyze system performance data to identify root causes and develop strategic solutions for enterprise-level deployments.
• Lead cross-functional initiatives to improve the overall customer support experience and product usability.
• Conduct in-depth system audits for clients to ensure configurations meet security and operational standards.
• Mentor junior support staff by sharing knowledge and providing constructive feedback to elevate the entire team.
• Utilize advanced diagnostic tools to isolate faults in integrated security systems quickly and accurately.
• Represent Verkada in professional forums and client meetings, maintaining the highest level of brand integrity.

Requirements

• Hold a Bachelor or Master degree in a technical field such as Cybersecurity, Computer Science, Information Technology, Systems Administration, Telecommunications, Networking, or Computer Engineering.
• Demonstrate the ability to work on-site in New York City five days per week consistently.
• Possess demonstrated attention to detail and strong analytical problem-solving skills to navigate complex technical scenarios.
• Prove the ability to work effectively within a collaborative team structure, sharing information and supporting colleagues.
• Show a commitment to following structured processes while also adapting to changing priorities and demands.
• Exhibit strong written and verbal communication skills to interact with technical and non-technical stakeholders.
• Display the capability to manage multiple customer inquiries simultaneously while maintaining a high standard of accuracy.
• Confirm eligibility to work in the United States without requiring sponsorship for this position.

Nice to have

• Have academic background or coursework in electronics, Linux, computer networking, or programming languages like Python.
• Hold industry certifications including CCNA, CCNP, CCENT, CCDA, Network+, Security+, A+, CWNA, CWNP, or MCSE.

Skills & tools

• Expertise in networking protocols, hardware components, software applications, and electrical systems troubleshooting.
• Proficiency in technical writing and the creation of high-quality documentation and procedural guides.
• Mastery of customer communication and support techniques to ensure high levels of client satisfaction.
• Familiarity with cloud-managed security platforms and enterprise IT infrastructure concepts.
• Strong critical thinking skills to evaluate problems and develop innovative technical solutions.
• Experience with ticketing systems and remote diagnostic tools.
• Understanding of security principles and compliance requirements relevant to enterprise environments.
• Ability to interpret technical schematics, system logs, and configuration files efficiently.

Practical notes

• Compensation is specified as a salary range of $48 to $54 USD per hour.
• Total rewards package includes equity in the form of Restricted Stock Units (RSUs) and potential discretionary bonuses.
• Benefits include 100% employer-paid premiums for at least one medical plan (80% coinsurance for family plans), nationwide coverage for medical, dental, and vision, HSA with company contributions, FSA options, mental health support resources, paid parental leave, fertility benefits, a fertility stipend, wellness and fitness perks, daily healthy lunches, commuter benefits, and professional development stipends.
• Visa sponsorship is available, and the company will take over existing employment visas for qualified candidates.
• This is a full-time, on-site position requiring presence in the New York City office five days per week.
• Verkada is an equal opportunity employer and does not discriminate based on race, religion, gender, identity, sexual orientation, national origin, disability, age, marital status, veteran status, or pregnancy.