Technical Customer Support Engineer

About Gallagher

Our purpose at Gallagher is to ‘Protect what matters most’ and we live it every day, whether that’s protecting the world’s highest security environments or agricultural businesses, we care deeply about our people, their families, and our wider communities.

Gallagher Security is on a mission to unlock more value for our customers through the power of our people and solutions. Our culture is entrepreneurial in spirit, complex, challenging, and ever changing. With operations in the USA, Canada, New Zealand, Australia, Asia, Africa, the UK and Europe and exports to over 140 countries, we’re proud to be unlocking globally focused career pathways.

We’re painting the future of what’s possible. Come join us.

About the Role

We’re looking for a Technical Customer Support Engineer to join our Gallagher Security Technical Support team in Canton, Georgia. In this customer-facing role, you’ll provide 2nd and 3rd tier technical support across Gallagher Security software, hardware, networking, and access control solutions, helping customers, channel partners, and in-market colleagues resolve complex issues and get the best out of our products.

This role is ideal for someone with a few years of technical support, helpdesk, or customer‑facing technology experience who is ready to deepen their product expertise in enterprise security technology. You’ll work across customer calls, support tickets, technical issue triage, and local and global issue queues, using logical troubleshooting workflows and root‑cause analysis to manage issues through to closure.

Working closely with experienced Technical Support Engineers, Support Services Leadership, Solution Delivery, Sales, and product, engineering, and delivery teams, you’ll build strong product knowledge while contributing to a responsive, professional, and customer‑focused support experience.

What you’ll be doing:

• Responding to customer and partner support requests across phone, email, and ticketing channels
• Troubleshooting Gallagher Security software, hardware, networking, and device‑related issues
• Contributing to technical issue triage by clarifying problems, gathering information, identifying root cause, and progressing tickets toward resolution
• Managing support tickets end to end, including documenting, tracking, resolving, closing, and escalating issues when needed
• Managing a running queue of local and global technical issues in partnership with wider support teams
• Escalating complex or high‑risk issues with the right context to help speed up resolution
• Creating or contributing to internal documentation, known issue notes, and knowledge base content
• Sharing practical learnings with the team to support consistency and continuous improvement
• Representing Gallagher professionally through calm, clear, and customer‑focused technical support

Who You Are

You’re a technically curious problem‑solver who enjoys helping customers and working through complex issues. You communicate clearly, stay calm under pressure, and take ownership of your work while knowing when to collaborate or elevate.

You bring:

• A few years of experience in technical support, helpdesk, customer support, or a related customer‑facing technical role
• A solid understanding of networking fundamentals, device troubleshooting, and technical problem solving
• Exposure to security systems, access control, software platforms, or hardware support would be valuable
• Gallagher Command Centre or Gallagher Security product knowledge would be an advantage, but is not essential
• Clear written and verbal communication skills, with the ability to explain technical information simply
• Strong attention to detail and the ability to keep tickets, notes, and customer updates accurate
• A collaborative approach, with initiative, accountability, and a commitment to quality customer outcomes
• A willingness to keep learning, share knowledge, and build confidence across Gallagher Security solutions