Technical Customer Support Engineer

Gallagher Security Technical Support EngineerOur 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 RoleWe'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 channelsTroubleshooting Gallagher Security software, hardware, networking, and device-related issuesContributing to technical issue triage by clarifying problems, gathering information, identifying root cause, and progressing tickets toward resolutionManaging support tickets end to end, including documenting, tracking, resolving, closing, and escalating issues when neededManaging a running queue of local and global technical issues in partnership with wider support teamsEscalating complex or high-risk issues with the right context to help speed up resolutionCreating or contributing to internal documentation, known issue notes, and knowledge base contentSharing practical learnings with the team to support consistency and continuous improvementRepresenting Gallagher professionally through calm, clear, and customer-focused technical supportWho You AreYou'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 escalate.You bring:A few years of experience in technical support, helpdesk, customer support, or a related customer-facing technical roleA solid understanding of networking fundamentals, device troubleshooting, and technical problem solvingExposure to security systems, access control, software platforms, or hardware support would be valuableGallagher Command Centre or Gallagher Security product knowledge would be an advantage, but is not essentialClear written and verbal communication skills, with the ability to explain technical information simplyStrong attention to detail and the ability to keep tickets, notes, and customer updates accurateA collaborative approach, with initiative, accountability, and a commitment to quality customer outcomesA willingness to keep learning, share knowledge, and build confidence across Gallagher Security solutionsAt Gallagher, you'll join a global security technology organization with a strong purpose, complex customer environments, and real opportunities to build deep expertise in enterprise access control and security solutions. Bring your technical support experience, problem-solving mindset, and customer focus to a role where your work makes a real impact.Ready to solve, support, and grow your technical career with Gallagher Security? Apply now. We review applications as they are received and may close this advert prior to the closing date.