Senior Technical Support Engineer

Who We Are the company is transforming how organizations protect their people and places with an integrated, privacy-sensitive AI-powered platform that includes solutions for video security, access control, air quality sensors, alarms, intercoms, and visitor management. We’ve got serious momentum in the market: more than 30,000 customers (including 100+ of the Fortune 500), a $5.8B valuation, more than $1 billion in annualized bookings, and backing from CapitalG, Sequoia Capital, General Catalyst, Felicis Ventures, Next47 and more. Physical AI is one of the most consequential technology shifts of our time, and the company is at the center of it. You can look at all kinds of communities to see our platform’s impact in the world. It's the retailer that uses our agentic AI to deter theft before it happens. The warehouse that uses AI-powered alerts to make sure its team is protected on the floor with proper PPE. The school that’s alerted to a threat in real-time and triggers a lockdown in seconds, not minutes. We’re rapidly scaling this impact: today, more than 2 million the company devices are deployed across 170+ countries. About the Role the company is seeking a Senior Technical Support Engineer to join our elite team of engineers serving our growing base of enterprise customers. This high-impact role centers on owning and resolving challenging issues across the entire suite of the company products, acting as the team's go-to person for difficult problems, and providing crucial support. Your responsibilities will involve diving deep into intricate customer environments, troubleshooting complex systems, and educating customers and partners on installation and configuration best practices. You will collaborate closely with the Engineering and Product teams to identify and resolve bugs, providing essential feedback to drive product improvement. You will help develop the team by working with other engineers on tough problems, effective communication strategies, and mastery of the the company portfolio. We are explicitly looking for a candidate interested in leveraging this role to grow into a team leadership position over time. This role requires that you be on-site 5 days per week at our vibrant headquarters in San Mateo, CA, where collaboration and innovation thrive. What You'll Do Full-stack troubleshooting of the entire the company platform including network, hardware, software, and electrical issues Provide best practice design, installation, and configuration expertise to enterprise customers Communicate technical matters to customer and partners, both orally and in writing Own customer issues and escalations from creation to resolution, and assist teammates in doing so too Collaborate with Engineering and Product teams to test new products and identify bugs Build tools and processes that will scale with our growing team What You Bring 2+ years of professional experience in a Technical Support Engineering or related technical role Strong understanding of network fundamentals: TLS, VLANs, TCP/IP, DNS, NAT, DHCP, 802.11, firewalls, Ethernet/Cabling, PoE, and software systems Bachelor's or Master's degree in related technical discipline: Networking, Telecommunications, Systems Administration, Information Technology, Computer Science, Computer Engineering, Electrical Engineering, or Cybersecurity from an accredited university Interest in developing a people management career Ability to communicate complex technical matters both orally and in writing Excellent customer service skills Ability to prioritize in a fast-paced environment, and work well within a team environment Demonstrated problem-solving skills and attention to detail Experience with electrical devices, Linux, APIs, Python, or other coding languages Industry certifications are a plus: CCNP, CCNA, CCENT, CCDA, CWNP, CWNA, MCSE, CEH, Network+, Security+, A+ Employee Benefits the company is committed to fostering a workplace environment that prioritizes the holistic health and wellbeing of our employees and their families by offering comprehensive wellness perks, benefits, and resources. Our benefits and perks programs include, but are not limited to: Healthcare programs that can be tailored to meet the personal health and financial well-being needs. Premiums are 100% covered for the employee under at least one plan and 80% for family premiums under all plans Nationwide medical, vision, and dental coverage Health Saving Account (HSA) with annual employer contributions and Flexible Spending Account (FSA) with tax saving options Expanded mental health support Paid parental leave policy & fertility benefits Time off to relax and recharge through our paid holidays, firmwide extended holidays, flexible PTO, and personal sick time Professional development stipend Fertility stipend Wellness/fitness benefits Healthy lunches provided daily Commuter benefits Additional Information We sponsor and take over sponsorship of employment visas for this role. If we make you an offer, we will make every reasonable effort to get you a visa. Pay Disclosure At the company, we want to attract and retain the best employees, and compensate them in a way that appropriately and fairly values their individual contribution to the company. With that in mind, we carefully consider a number of factors to determine the appropriate starting pay for an employee, including their primary work location and an assessment of a candidate’s skills and experience, as well as market demands and internal parity. This estimate can vary based on the factors described above, so the actual starting base pay may be above or below this range. Base pay is also just one component of the company’s total rewards package. A the company employee may be eligible for additional forms of compensation, depending on their role, including sales incentives, discretionary bonuses, and/or equity in the company in the form of Restricted Stock Units (RSUs). Estimated Hourly Pay Range

$50—$60 USD

the company Is An Equal Opportunity Employer As an equal opportunity employer, the company is committed to providing employment opportunities to all individuals. All applicants for positions at the company will be treated without regard to race, color, ethnicity, religion, sex, gender, gender identity and expression, sexual orientation, national origin, disability, age, marital status, veteran status, pregnancy, or any other basis prohibited by applicable law. *Your application will be handled in accordance with our * #J-18808-Ljbffr United States Digital Space LLC