Technical Support Engineer

About Acre Security

Acre Security is a pioneering company focused on delivering innovative security solutions, specializing in access control, visitor management, and intrusion software. Founded in 2012, Acre's cutting-edge products serve organizations in over 25 countries, empowering security professionals to stay ahead in a fast-evolving industry.

Position Overview

We are seeking an enthusiastic Technical Support Engineer to join our global GTS Support team based in Dublin. In this role, you will provide technical assistance for both hardware and software aspects of our security product portfolio, including cloud-based Access and Intrusion solutions.

Key Responsibilities

• Assist with the installation and support of hardware and software security products, especially Acre’s growing cloud solutions.
• Utilize helpdesk platforms to manage and resolve technical support requests efficiently.
• Develop and share solution strategies, delivering guidance for complex troubleshooting scenarios.
• Conduct expert-level technical trainings by preparing and executing customer-oriented sessions.
• Contribute to professional service offerings such as customized installations and API programming support.
• Perform detailed troubleshooting of software and hardware issues, including analyzing system logs to optimize product performance and reliability.
• Collaborate closely with management and product teams to address and resolve technical challenges.
• Work with cross-functional teams to debug issues in cloud infrastructures to ensure robust solutions.
• Create and update knowledge base articles for the GTS support system.
• Document and communicate product issues thoroughly to ensure clear understanding and resolution.

Required Qualifications and Skills

• Bachelor’s degree in technical sciences or equivalent, with preferred additional qualifications in IT such as cloud computing or networking.
• Strong practical knowledge of database structures and management.
• Experience with programming is advantageous, especially familiarity with cloud platforms (AWS, Azure), CRM/ERP systems, and languages like C#, Python, SQL, Flutter, and MongoDB.
• Proven ability to design and deliver technical training to clients or internal teams.
• Experience in producing and maintaining technical documentation.
• Background in project management with a focus on delivering practical and analytical solutions.

Languages

Excellent communication skills in English and German are required. Additional languages such as Italian, Swedish, French, or Spanish are considered a plus.

Benefits and Culture

• Opportunity to work with a market disruptor that challenges and improves security technology standards.
• Gain exposure to industry leaders and innovators.
• Directly influence development of pioneering security technologies protecting organizations globally.
• Access to career advancement via training programs, mentorship, and industry events.
• Competitive salary package complemented by performance-related incentives and comprehensive benefits.

Equal Opportunity and Data Privacy

Acre values diversity and inclusion, welcoming applicants from all backgrounds. Personal data collected during recruitment will be handled in compliance with applicable data protection laws and retained for up to 12 months unless otherwise stated or consented.