Technical Support Tier II – Security & Community Ops

• Provide front-line Tier 2 support for FRONTSTEPS Community Operations products and related security hardware via phone, email, and chat.
• At the start of each support interaction, gather and document customer hardware specifications (device models, OS version, network configuration) to accurately assess the issue before troubleshooting begins.
• Assist customers with basic-to-intermediate troubleshooting of Windows-based software and connected hardware, including access controllers, RFID readers, LPR cameras, and gate control systems.
• Guide customers through remote setup and configuration steps for hardware, including camera connectivity, access controller setup, and basic network troubleshooting (ports, IP addressing, device communication).
• Evaluate whether reported issues match supported hardware specifications and configurations; communicate clearly when a setup falls outside supported parameters and explain why that matters.
• Document all customer interactions and issues thoroughly in the CRM/ticketing system, including hardware specs, steps taken, and outcomes.
• Escalate complex or priority issues to Tier 3 or Supervisory support with complete context, minimizing the need for customers to repeat themselves.
• Follow up with customers to confirm resolution or provide scheduled callbacks as needed.
• Stay current on FRONTSTEPS product updates, supported hardware lists, and known issues to build a strong knowledge base over time.
• Contribute to knowledge base documentation by flagging gaps and recurring issues.
• Maintain a high standard of professionalism, clarity, and customer empathy in all communications.
• Other duties as assigned.

• 1-2 years of experience in technical customer support, helpdesk, or a related role.
• Demonstrated ability to troubleshoot Windows-based systems and diagnose hardware issues, ideally including network-connected devices.
• Familiarity with basic networking concepts: IP addressing, port configuration, firewall settings, and device connectivity.
• Ability to gather and interpret hardware specifications to assess compatibility and troubleshoot effectively.
• Clear written and verbal communication skills, including the ability to explain technical issues to non-technical customers.
• Experience documenting and managing cases in a CRM or ticketing system.
• Strong attention to detail, follow-through, and ability to manage multiple open cases simultaneously.
• Comfortable working in a fast-paced, evolving support environment with shifting priorities.

• CompTIA A+, CompTIA Network+, or equivalent certification (strongly preferred; a meaningful signal for this role).
• Hands-on helpdesk or field technician experience, particularly with hardware installation, configuration, or swap procedures.
• Exposure to access control systems, IP cameras, or physical security technology.
• Experience supporting SaaS products in a B2B environment.
• Familiarity with remote access and diagnostic tools (e.g., remote desktop, screen capture utilities).

Benefits for Full Time roles include the following:

· Medical, Dental, and Vision

· Company-sponsored Life Insurance

· Voluntary Short-Term Disability, Long-Term Disability, and Life Insurance

· FSA/HSA

· Paid Time Off

· Sick Time

· Paid covered employee parking

· 401k match

FRONTSTEPS is proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, protected veteran status, or disability status.

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