Technical Support Engineer

About the role

Verkada is hiring an industrial placement student to join our technical support team in London. You will work directly on cloud-managed IoT systems, handling real-world troubleshooting and system design for our enterprise clients. In this capacity, you will own the end to end lifecycle of complex technical issues, from initial customer discovery through to final implementation and validation. The role requires you to act as the primary technical contact for clients, ensuring their Verkada systems operate reliably and meet their security objectives. You will translate intricate platform behaviors into clear guidance, enabling customers to leverage the full potential of the cloud-managed solution. This position places you at the intersection of software, hardware, and network operations, where your work will directly impact the safety and efficiency of physical environments. You will be responsible for maintaining the integrity of the deployed infrastructure while adhering to strict standards of communication and documentation.

Key facts

What you'll do

• Diagnose and resolve intricate hardware, software, and network issues specific to the Verkada cloud-managed ecosystem.
• Evaluate and advise customers on optimal system integration and security design best practices tailored to their physical sites.
• Translate complex technical concepts into clear, accessible language for clients through precise written reports and confident verbal presentations.
• Own the full management of customer support cases, tracking issues from initial report through thorough analysis to final resolution and closure.
• Collaborate closely with product and engineering teams to reproduce bugs, validate hypotheses, and test new software releases in pre production environments.
• Create and maintain detailed technical documentation and procedural guides for the internal knowledge base to empower both support and sales teams.
• Conduct lab testing scenarios and contribute to internal proof of concept projects that explore new capabilities or edge case behaviors.
• Serve as a subject matter expert for the deployment of cameras, access controllers, and sensors, ensuring configurations align with enterprise standards.
• Analyze system logs, network traffic, and performance metrics to identify root causes and implement sustainable fixes.
• Support the rollout of large scale installations by providing technical guidance that ensures seamless onboarding and minimal operational disruption.

Requirements

• You are a current university student actively pursuing a Bachelor or Master degree in Computer Science, Cybersecurity, Information Technology, Computer Engineering, Systems Administration, Telecommunications, or Networking.
• Your academic background must include foundational study in computer systems, Linux operating environments, networking protocols, and coding languages such as Python.
• You must be able to commit to working onsite in London five days per week for the duration of the industrial placement period.
• You possess strong attention to detail, enabling you to methodically analyze problems and identify subtle indicators of system malfunction.
• You demonstrate analytical problem solving skills, approaching each issue with logic, creativity, and a structured methodology.
• You are capable of working effectively within a team structure, coordinating with engineering, product, and customer facing colleagues.
• You have a proven ability to manage multiple support cases simultaneously while maintaining high standards of accuracy and timely delivery.
• You exhibit excellent written and verbal communication skills, ensuring that technical documentation and client interactions are clear and professional.

Nice to have

• Industry certifications including CCNA, CCNP, CCENT, CCDA, Network+, Security+, A+, CWNA, CWNP, or MCSE are viewed favorably.

Skills & tools

• Proficiency in networking concepts, including TCP/IP, DNS, DHCP, VLANs, and routing protocols.
• Hands on experience with Linux command line, package management, and system administration tasks.
• Familiarity with Python scripting for automation, data parsing, or basic tool development.
• Competence in hardware troubleshooting, including sensor diagnostics, controller health checks, and peripheral replacement.
• Understanding of system design principles for scalable and redundant physical security deployments.

Practical notes

• Visa sponsorship is available and the company will assist with the process for successful candidates.
• Benefits include private medical and dental coverage, commuter benefits, daily food allowance, stocked kitchen, and flexible paid time off.
• Verkada is an equal opportunity employer.