Technical Support Engineer - Team Lead

| Peninsula
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Who We Are
At Verkada, we’re rethinking what it means to be physically safe. Designed with simplicity in mind, we currently offer five product lines (video security cameras, access control, environmental sensors, alarms and visitor management), which provide seamless visibility through an integrated secure cloud-based software platform. Over 9,700+ organizations worldwide trust Verkada as their physical security layer for easier management, frictionless scalability and cutting-edge innovation. But this is just the beginning. We envision a world in which security systems feel as seamless and modern as the organizations they protect and our enterprise solution becomes a model for not just business security, but public security as well.

Who You Are
Verkada is looking for a highly technical team member to support our growing base of enterprise customers. As a member of Technical Support, you will join a skilled team responsible for troubleshooting the entire line of Verkada products. You’ve been a strong individual contributor and taking on a people leadership role is the next step in your career.

The Role
In this player-coach role, you will be troubleshooting complex customer environments and educating customers on system installation and configuration. You will be collaborating with the engineering and product teams to identify and resolve bugs while providing crucial feedback to drive product improvement. Leadership is a must as you will be mentoring junior engineers on a wide range of subjects including; case and escalation management, communication strategies, and the Verkada Technology Suite.
If you want to make an impact and advance your career in the cloud-managed IoT space, we'd love to hear from you!

Responsibilities

  • Full-stack troubleshooting of the entire Verkada platform including, network, hardware, software, and electrical issues.
  • Provide best practice design, installation, and configuration expertise to enterprise customers.
  • Communicate technical matters to customers both orally and in writing.
  • Own customer issues and escalations from creation to resolution.
  • Assist others with case escalations.
  • Collaborate with Engineering and Product teams to test new products and identify bugs.
  • Write technical knowledge base articles and whitepapers.
  • Staying up to date on the latest products and industry technologies.
  • Build tools and processes that will scale.
  • Mentor and lead junior team members.
  • Partner with the rest of the team to solve challenging customer cases.

Requirements

  • Strong understanding of network fundamentals: HTTP/HTTPS, TLS, VLANs, TCP/IP, DNS, NAT, DHCP, 802.11, firewalls, Ethernet/Cabling, PoE, and software systems.
  • Ability to communicate complex technical matters both orally and in writing.
  • Excellent customer service skills.
  • Ability to multitask and prioritize in a fast-paced environment.
  • Demonstrate problem-solving skills and attention to detail.
  • 2+ years professional experience in a technical or IT role preferred.
  • Leadership experience

Nice to Have

  • Industry certifications: CCNP, CCNA, CCENT, CCDA, CWNP, CWNA, MCSE, CEH, Network+, Security+, A+.
  • Experience with electrical devices, Linux, APIs, Python, or other coding languages

Verkada is an equal opportunity employer. We strive to be a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work. A big part of that effort is support for members and allies of our internal communities like Women at Verkada, Pride at Verkada, Multicultural at Verkada and Parents at Verkada.

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Technology we use

  • Engineering
    • C++Languages
    • GolangLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • CaffeFrameworks
    • TensorFlowFrameworks
    • MongoDBDatabases

An Insider's view of Verkada Inc

How does the company support your career growth?

Verkada is a company with a lot of opportunity and challenges waiting to be tackled. It really is a place where you get to "create your own destiny" while being a part of something great.

Kris Gonzalez

Lead Technical Recruiter

What are Verkada Inc Perks + Benefits

Verkada Inc Benefits Overview

As an organization, one of our top priorities is to maintain the health and wellbeing of our employees and their families. We offer flexible PTO, catered lunch and dinner every day, commuter benefits, comprehensive medical, dental, and vision coverage, wellness benefits, paid parental leave, fun celebrations, and more!

Culture
Partners with Nonprofits
Throughout the year we partner with different nonprofits and use our proceeds from internal fundraisers to support their causes.
Friends outside of work
Eat lunch together
Intracompany committees
We have 3 committees which include Multi-Cultural Community, Women @ Verkada, and Pride @ Verkada.
Daily sync
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Unconscious bias training
Twice a year we hold a mandatory unconscious bias training for all employees to strengthen our culture and reaffirm our commitment to diversity.
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
We offer three different ERGs and will continue to add more as we the company continues to grow.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within

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