Genea
Security L2 Technical Support Team Lead
Remote, US · Full-time
Sponsorship not specified$120k-$140kDetected 26 days ago
Customer SupportZendeskIntercomTCP/IPBGP/OSPFLeadershipCommunicationMentoringMicrosoft Office
About the role
- In addition to handling the most complex service and implementation cases, the Lead owns daily queue triage, after-hours and weekend coverage scheduling, L2-to-L3 escalation quality, and the technical development of L2 team members.
- Duties and Responsibilities
- Day-to-Day Operational Ownership
Responsibilities
- Enforce channel hygiene across Teams support and onboarding channels; ensure proper routing protocols are followed by all L2 team members and flag drift quickly.
- Own SLA compliance visibility for the team; surface aging tickets and at-risk cases to the Support Manager proactively.
- This is not a supervisory role sitting above the work; it is a senior practitioner who sets the pace, models the standard, and ensures the team functions at full capacity with or without the Support Manager in the room.
- The Lead acts as the primary point of accountability for team operations and serves as acting manager when the Support Manager is unavailable.
- We're a mission-driven team that collaborates, innovates, and engineers the proptech solutions of tomorrow to solve the challenges of today.
Requirements
- 10-15+ years of experience in physical security systems, access control, or related field services roles.
- Deep hands-on experience with physical access control platforms, HID and Mercury hardware, and low-voltage electronic systems.
- Demonstrated expertise with credential formats and card technologies (HID iClass, Wiegand, OSDP, custom bit formats).
- Strong understanding of TCP/IP networking, Windows environments, and serial communication protocols (RS232, RS485).
- Experience supporting enterprise or multi-site implementations in coordination with third-party integrators.
- Associate degree or equivalent from a two-year technical college, or 10-15+ years of equivalent field experience.
- distinguish true L3-required issues from those resolvable within the L2 tier.
Nice to have
- Experience with Genea access control platform or comparable cloud-based access control systems.
- Familiarity with mobile credential systems (wallet keys, MOB keys) and their issuance workflows.
- Experience with elevator control integrations and advanced access scheduling.
- Camera/video integration experience and knowledge of video-access control interoperability.
- Experience writing or maintaining technical SOPs, onboarding guides, or training documentation.
- The final offer may be higher or lower depending on the candidate's experience and qualifications.
- accidental death and dismemberment (AD&D) insurance
- Genea participates in E-Verify to confirm the employment eligibility of all new hires working in the United States.
Compensation
- $120,000-140,000 base salary
- The salary range listed is our best estimate based on the role's requirements and market conditions.
Benefits
- Serve as acting lead in the Support Manager's absence - make real-time judgment calls on escalation routing, coverage gaps, and customer communication without requiring manager availability.
- Own the L2 on-call and after-hours coverage schedule in coordination with the Support Manager; ensure coverage assignments are confirmed before each cutover window, high-risk installation, or enterprise go-live.
- Serve as the first call when issues arise during after-hours or weekend coverage windows; resolve or escalate as appropriate before involving the Support Manager.
- Maintain the install-linked coverage tracking model; confirm that technician assignments are logged and FLSA-compliant before each coverage period.
- Our team members love our competitive benefits, including 401k matching, PTO, 100% paid parental leave, remote work options, and development/training opportunities.
This listing is sourced directly from Genea's careers page and normalized into a canonical job model.