SIG Support Specialist

Description

The SIG Support Specialist provides second-line technical support for security devices across thousands of Amazon sites worldwide. This role is responsible for live programming of security systems and advanced troubleshooting.

The position requires deep technical knowledge of access control, camera, and alarm systems. Specialists are expected to work autonomously on complex issues, support new site builds end-to-end, and collaborate across AMER, EMEA, and APAC regions on a 24/7 basis. This role directly impacts the physical security posture of Amazon’s global operations.

Location: This is an in-office-based role (Tempe, AZ).

Employment Status: Full time, permanent contract. 40 hours PW. Early and afternoon shift pattern, includes weekend work.

Salary and benefits: Starting salary ranging from $65k-$85k. 401K, dental, vision and health.

Key Responsibilities

Specialists perform basic duties (ticketing, queue management, basic troubleshooting, and device triage) in addition to the following advanced technical areas:

Reader Programming

• Configure Lenel card reader settings including AUX I/O, light trees, and zone creation
• Program reader modes, schedules, and access behaviours for new and existing installations
• Troubleshoot reader communication failures and perform remote diagnostics

Monitoring Zones

• Create, modify, and manage Lenel Monitoring Zones to support regional alarm monitoring requirements
• Configure zone-specific alarm routing and notification parameters
• Assist all customers requiring monitoring zone adjustments, including setup and configuration changes

Access Level Programming

• Program and manage Lenel access levels, including RightCrowd and TRAKA integrations
• Configure site map navigation within the access control system
• Create and modify access level structures for new sites and building expansions

Reporting

• Generate TNT, SOT, and Lenel reports to support operational metrics and investigations
• Run reports for internal teams and customers as requested

Camera & MNVR Programming

• Manage full camera lifecycle including provisioning, configuration, and decommissioning
• Program MNVR nodes, stacks, and Milestone VMS configurations
• Troubleshoot advanced camera connectivity issues including network and DHCP-related faults
• Support camera system integrations for new site builds

ISC / Alarm Panel Programming

• Program ISC panels including Private Links and DHCP reservations
• Configure SecuMod alarm definitions and custom alarm parameters
• Perform advanced panel recovery procedures beyond basic Tier 1 troubleshooting
• Manage panel firmware and configuration updates as directed

Custom Alarm Definitions

• Create and manage custom alarm definitions within SecuMod
• Configure alarm routing, escalation paths, and notification logic
• Test and validate alarm configurations to ensure correct system behaviour

Lockdown Programming

• Program lockdown sequences and timezone linkages for site-wide emergency procedures
• Configure and test lockdown activation and release mechanisms
• Perform advanced diagnostics on lockdown system failures

Advanced Troubleshooting

• Perform advanced diagnostics on security systems including network-level fault isolation
• Investigate complex multi-device failures and identify root cause
• Develop and document troubleshooting procedures for recurring issues
• Act as escalation point for Tier 1 Specialists on complex technical issues

New Site Builds

• Support end-to-end new site build processes from initial configuration to go-live
• Program all security systems (access control, cameras, alarms, lockdowns) for new sites
• Conduct site build competency assessments and system validation testing
• Collaborate with SecTech Design & Construction on build project timelines and requirements

Minimum Qualifications

• Proficiency with Microsoft Office tools including Outlook, Word, and Excel
• Ability to speak, read, and write English with a high degree of proficiency
• Minimum of high school or equivalent education
• Customer service experience
• Free access to the labour market

Preferred Qualifications

• Prior customer service experience in a technical role (i.e., IT).
• Degree in a technical or IT discipline
• Functional understanding of networking, networking protocols, and the ability to apply that knowledge to troubleshoot issues
• Professional Certifications, i.e. Lenel System Administrator certification, Windows Administrator, CISCO Networking Certifications

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer (keyboarding)

• Ability to lift up to 15 pounds at times (reaching at or below shoulder level)

• Hear, understand and distinguish speech in person, by telephone or other remote means

• Clarity of vision with near visual acuity allowing reading and use of computers

The Company is an equal opportunity employer, drug-free workplace, and complies with ADA regulations as applicable.

All applicants are considered for all positions without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical/mental disability, medical condition, military/veteran status, genetic information, marital status, ethnicity, alienage or any other protected classification, in accordance with applicable federal, state, and local laws. By completing this application, you are seeking to join a team of hardworking professionals dedicated to consistently delivering outstanding service to our customers and contributing to the financial success of the organization, its clients, and its employees. Equal access to programs, services, and employment is available to all qualified persons. Those applicants requiring accommodation to complete the application and/or interview process should contact a management representative.