Technical Support Engineer

About the role

Genetec is looking for a Technical Support Engineer to join its Singapore team. This position is part of a large, diverse organization that values collaboration, continuous learning, experimentation, and professional growth. The role focuses on delivering high-quality post-sales technical assistance and building strong customer relationships while working closely with internal teams.

Role summary

The Technical Support Engineer will be based in Singapore and report to the Team Lead, Customer Experience. The job involves helping customers through email, phone, chat, and in some cases on-site support. You will troubleshoot issues, support deployments, contribute to product and support improvements, and help maintain documentation and knowledge resources.

Key responsibilities

Your work will cover both remote and field support activities. You will diagnose problems, manage escalations, and ensure customer issues are resolved in line with company processes. The position also includes working with R&D and other support specialists, documenting field issues, and contributing to technical resources.

• Deliver technical assistance to customers over phone, email, and chat.
• Use diagnostic tools to investigate complex incidents and service interruptions.
• Follow established support workflows while resolving issues.
• Escalate urgent customer problems through the correct channels without delay.
• Work toward prompt closure of customer cases.
• Coordinate with other support engineers and R&D teams.
• Build and maintain trusted relationships with both new and existing customers.
• Develop deep working knowledge of Genetec products and solutions.
• Help improve support operations, tools, and software processes.
• Create and update technical documentation and knowledge base content.
• Record field and customer issues accurately in ticketing and CRM systems.
• As needed, carry out installation, assessment, maintenance, and technical support work at customer sites.
• Provide professional services such as proof-of-concept support, deployments, commissioning, training, audits, and status reviews.
• Act as a liaison between Genetec and customers for technical guidance, upgrades, integration support, and change-related consulting.
• Gather product and functional feedback from customers to support future development work.

Requirements

• A diploma or degree in Computer Science, Computer Engineering, Electronics, or an equivalent field is required.
• At least 3 to 5 years of experience in a similar position is expected.
• Strong analytical thinking and troubleshooting ability across hardware and software environments.
• Ability to adapt quickly, juggle multiple tasks, and prioritize effectively.
• Background in customer service, technical support, and project management.
• Strong sense of urgency and willingness to keep learning as the technology evolves.
• Ability to work independently while remaining a strong team contributor.
• Experience in a physical security environment is required.
• CCNA certification is preferred.
• Additional language skills are considered an advantage.
• Strong Windows administration and troubleshooting knowledge, including Active Directory, file sharing, IIS, clustering, GPO, and performance monitoring.
• Solid understanding of networking principles and IP-based protocols.
• Hands-on experience configuring and troubleshooting routers, switches, and similar network equipment.
• Exposure to video security or access control systems over IP.
• Working knowledge of SQL databases.
• Clear understanding of TCP, IP, and UDP protocol stacks.
• Understanding of SAN, NAS, and iSCSI storage concepts and best practices.
• Familiarity with server virtualization concepts.
• Programming exposure in C#, Visual Basic, VBScript, PowerShell, or similar technologies is a plus.
• Microsoft SQL Server administration experience is a plus.
• MCSE, SQL Server, VMware, or related certifications are advantageous.
• Experience deploying and troubleshooting CCTV, access control, and license plate recognition systems is a plus.

Perks and benefits

• Competitive compensation package.
• Training tuition reimbursement program.

Additional notes

Applicants who do not meet every requirement are still encouraged to apply if they believe they are a strong fit. Only shortlisted candidates will be contacted. Resumes or CVs should not be submitted through third-party recruiters or agencies.

Who this role suits

This opportunity is suitable for professionals with experience in technical support, systems troubleshooting, customer-facing service, and field support within security or enterprise technology environments.