Technical Support Engineer

About the role

Verkada is hiring Technical Support Engineers to assist our enterprise client base with our integrated building security platform. You will manage the full lifecycle of technical inquiries while acting as a primary link between our customers and our internal engineering and product teams. In this capacity, you will own the diagnostic process from initial client contact through to final resolution, ensuring that complex issues are handled with precision and care. You will be responsible for translating intricate platform behaviors into clear, actionable guidance for customers, bridging the gap between technical execution and user understanding. This role requires ownership of the entire problem-solving journey, including root cause analysis, solution implementation, and verification of system stability. You will serve as a trusted advisor to clients, helping them optimize their deployments to align with best practices and business objectives. Additionally, you will act as a critical feedback conduit, channeling real-world customer interactions and product anomalies directly to engineering and product teams to influence future development. Through these responsibilities, you will play a central role in shaping the reliability and reputation of the Verkada platform in the enterprise market.

Key facts

What you'll do

• Perform end-to-end troubleshooting across hardware, software, network, and electrical components of the Verkada platform, utilizing a systematic methodology to isolate faults.
• Guide enterprise clients through best practices for system design, configuration, and installation to ensure optimal performance and scalability.
• Manage customer support tickets from initial report to final resolution, maintaining detailed records and status updates throughout the process.
• Partner with product and engineering teams to report bugs and assist in testing new product features, providing structured feedback based on real-world usage.
• Develop technical documentation, whitepapers, and knowledge base content that accurately reflects platform capabilities and support procedures.
• Maintain expertise in current industry technologies and internal product updates through continuous learning and active engagement with training materials.
• Create internal tools and workflows to improve support efficiency, reducing resolution times and enhancing the overall customer experience.
• Explain complex technical concepts to customers via written and verbal communication, adapting language and detail level to the audience.
• Investigate intermittent issues and performance degradations using logs, network captures, and system metrics to identify underlying causes.
• Collaborate with cross-functional teams to prioritize high-impact incidents and coordinate responses during critical outage scenarios.
• Conduct post-incident reviews to document findings, determine corrective actions, and implement preventive measures for similar events.
• Mentor junior support staff by sharing knowledge, demonstrating techniques, and providing constructive feedback on technical interactions.
• Evaluate third-party integrations and environmental factors that may affect Verkada system functionality, recommending appropriate adjustments.
• Support the rollout of new features and firmware updates by validating compatibility and confirming operational stability in customer environments.

Requirements

• Bachelor's or Master's degree in a technical field such as Computer Science, Information Technology, Networking, Telecommunications, Cybersecurity, Computer Engineering, or Systems Administration.
• Demonstrated ability to solve problems and maintain attention to detail when managing multiple concurrent support cases.
• Strong verbal and written communication skills, with the ability to convey technical information clearly to both technical and non-technical audiences.
• Capacity to function effectively within a collaborative team environment, working closely with engineering, product, and customer success departments.
• Eligibility to work in the United States without sponsorship requirements for the initial role, with visa sponsorship available for subsequent transitions.
• Willingness to work on-site in New York City five days per week, adhering to established company hours and operational schedules.
• Proven experience with troubleshooting network devices, hardware systems, and software applications in a professional or academic setting.
• Familiarity with enterprise security concepts, video surveillance, access control, or related physical security systems is considered relevant background.
• Commitment to maintaining customer confidentiality and handling sensitive information with the utmost integrity at all times.
• Ability to interpret technical specifications, user manuals, and software documentation to resolve complex inquiries.
• Willingness to utilize scripting and automation, particularly in Python, to streamline repetitive tasks and improve diagnostic accuracy.
• Understanding of TCP/IP networking, DNS, DHCP, VLANs, and basic routing principles as they apply to cloud-connected devices.
• Capability to work independently and manage time effectively in a fast-paced, deadline-driven support environment.

Nice to have

• Academic coursework in Linux, computer networking, electronics, computer systems, or programming languages like Python.
• Industry certifications including CCNA, CCNP, CCENT, CCDA, Network+, Security+, A+, MCSE, CWNA, CWNP, or CEH.

Practical notes

• Visa sponsorship is available, and the company will assist with the transfer or acquisition of employment visas.
• Compensation includes base pay plus potential for equity in the form of Restricted Stock Units (RSUs) and discretionary bonuses.
• Benefits include 100% employer-covered premiums for at least one medical plan, 80% coverage for family premiums, HSA/FSA options, mental health support, parental leave, fertility benefits, professional development stipends, and daily healthy lunches.
• Verkada is an equal opportunity employer.