The Role
Who We Are
Founded in 2016, Rhombus is on a mission to make the world a safer place with our centralized platform that combines intelligent cameras, sensors, and AI analytics to help organizations improve safety and operations at scale. We have a solid product-market fit, customers love us, and our solution makes a profound impact and difference in the world.
Rhombus was created by industry veterans and is also backed by incredible investors who believe in transforming the world of physical security with enterprise-grade technology that's accessible to any organization.
Who You Are
Here at Rhombus, everyone plays a critical role in achieving our mission to make the world safer with simple, smart, and powerful physical security solutions. No matter what team you’re on, the work you do here makes a positive impact across the globe.
As a Technical Support Engineer, you'll be responsible for developing solutions to customer specifications and for customer support. You are a hands-on, technically minded problem solver who enjoys working directly with customers to configure, troubleshoot, and support integrated physical security systems. You’re comfortable collaborating across teams — Sales, Engineering, Product — to deliver solutions 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 Rhombus Engineering teams 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 teams
- 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 (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, including 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 hardware 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 Charlotte, NC. Candidates must be able to commute to the office 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
$75,000 – $95,000
Additional forms of compensation, depending on the role, include performance bonuses and equity in the company. Individual pay is determined based on the candidate's primary work/hiring location and additional factors, such as skills and experience, and relevant education, certifications, or training. Further details about compensation for the role 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: Innovating in the physical security industry can't be accomplished by just a single person, which is why we collaborate with exceptional individuals who inspire us to be our best.
Think Greater: We believe the best ideas can come from anywhere. We strive to create an open environment where individuals can contribute and make an impact.
Act with Integrity: We believe honest communication is key to success. We conduct business the way it should be - with high ethical standards and to always do what's right.
Rhombus is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace that reflects the communities we serve. We encourage applicants from all backgrounds and experiences to apply. We actively promote diversity, equity, and inclusion in our hiring practices and throughout our organization.
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The Company
What We Do
Our mission is to make the world safer with simple, smart, and powerful physical security solutions.
Rhombus is a customizable physical security platform that enables enterprise organizations to easily build a solution to meet their unique needs. Rhombus offers smart security cameras and sensors that seamlessly integrate with best-in-class solutions. With the Rhombus Platform, organizations can see, manage, and respond to critical events in real-time.
