Technical Support Engineer

About Rhombus Founded in 2016, Rhombus is on a mission to make the world a safer place with an intelligent platform that combines cameras, sensors, and AI analytics to help organizations improve safety and operations at scale. About You As a Technical Support Engineer , you will develop solutions to customer specifications, provide hands‑on support, and collaborate with Sales, Engineering, and Product teams to deliver systems that truly meet customer needs. What You’ll Do Implement new feature requests for customers by configuring cameras, sensors, and access‑control hardware. Collaborate with clients and the Rhombus Engineering team to resolve product or system issues, including network connectivity, firmware, and integrations. Provide regular issue and trend reporting to help internal teams understand recurring customer challenges and drive product improvements. Analyze support processes and recommend strategies to reduce common issues, improve installation success rates, and streamline customer onboarding. Troubleshoot system and customer issues to validate product or service defects by reproducing behavior to isolate root causes. Support new product launches by tracking early bugs and providing detailed feedback to Product Management. Develop support‑tracking metrics to demonstrate common customer challenges and strengthen feedback loops between internal teams. What We’re Looking For 2–4 years of technical or IT support experience, ideally with hardware, IoT, or security products. Experience with ticketing systems (e.g., Zendesk) and managing a high volume of technical inquiries. Previous experience working with or supporting SaaS products, especially with device‑management platforms. Comfortable learning new tools and configuring cloud‑managed devices or systems. Strong networking fundamentals: VLANs, PoE, firewall rules, and basic troubleshooting. Excellent communication skills with customers via phone, email, and remote support. Familiarity with access‑control is preferred — door controllers, readers, wiring, relays, and basic locking device behavior. Knowledge of RESTful web services (Postman) for debugging or automation tasks. Experience with Python, HTML/JavaScript is a plus. Location This is a hybrid position based in Sacramento, CA. Candidates must be able to commute to the office 2–3 times a week. Work Authorization Candidates must be authorized to work in the U.S. without requiring sponsorship now or in the future. Compensation $80,000 – $95,000, plus performance bonuses and equity. Individual pay is determined based on the primary work location and relevant skills, experience, and background. Compensation details can be discussed during the interview process. Benefits Competitive Salary & Equity Options Flexible Schedule & Paid‑Time Off Excellent Healthcare Coverage Generous Family Leave Policy WFH & Workspace Supplies Career Growth & Professional Development Dog‑Friendly Office & Pet Insurance What We Value Customers Come First: We’re obsessed with improving our users’ lives and constantly question how we can improve upon what already exists. One Team: Innovation in the physical‑security industry can’t be accomplished by a single person; we collaborate with exceptional individuals to inspire our best work. Think Greater: We believe the best ideas can come from anywhere and strive to create an open environment where individuals can contribute and make an impact. Act with Integrity: Honest communication is key to success. We conduct business the way it should be — with high ethical standards and to do what’s right. EEO Statement Rhombus is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace that reflects the communities we serve. Applicants from all backgrounds and experiences are encouraged to apply. #J-18808-Ljbffr