{"id":3330746,"url":"https://alion.io/job/genetec-technical-support-engineer-south-korea","title":"Technical Support Engineer, South Korea","company":{"id":1229,"name":"Genetec","domain":"genetec.com","url":"https://alion.io/company/genetec-japan-kk","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":89,"open_postings":66,"ghost_share":0,"stale_share":0.242,"repost_share":0,"time_to_fill_p50_days":81,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["KR"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"C#","optional":false},{"name":"MS SQL","optional":false},{"name":"PowerShell","optional":false},{"name":"SQL","optional":false},{"name":"Visual Basic","optional":false},{"name":"VMWare","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-27T11:59:56Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-11-06T12:57:07Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"Technical Support Engineer\nAt Genetec, we believe that everyone’s voice deserves to be heard, and we are committed to fostering an environment where our team members can learn and grow in their roles to maximize their potential. As a Technical Support Engineer, you will be a vital part of our family of over 2000 diverse individuals who are passionate about technology and innovation. Our team is not afraid to experiment with new ideas, embracing the possibility of failure as a step toward success. We take pride in our collaborative culture and the privilege of working with some of the coolest, smartest, and nicest people in the industry.\nIn this role, you will provide exceptional technical support to our clients, ensuring they have the best experience with our products and services. Join us in making a difference and be part of a team that thrives on teamwork and mutual respect, where your contributions will be valued, and your potential will be fully realized.\nThe team:\nThe role of the Technical Support Engineer is to provide quality and professional post-sales services to our customers via email, phone, text chat or on-site support. The Technical Support Engineer is based remotely in South Korea and will report to the Team Lead Technical Support, Rest of Asia and a dotted line to the Country Manager, South Korea.\nWhat your day will look like:\nProvide technical support to customers via phone, email, and chat.\nUse software tools to diagnose and solve complex issues and service outages\nResolve problems in compliance with established processes\nEnsure timely escalation of critical customer related issues through proper channels\nEnsure timely resolution of customer issues\nCollaborate with other Technical Support specialists and R&D engineers\nDevelop and maintain a strong relationship with new and existing customers\nDevelop and maintain an extensive working knowledge of Genetec's solutions\nContribute to the evolution of our software and Support processes\nParticipate in the elaboration of technical documentation and knowledge base article\nProperly document issues encountered in the field in the Genetec trouble ticket system and customer relationship management (CRM) tool\nField Support:\nPerform installation, audit, assessment, maintenance, and technical support of Genetec systems on customer premises\nProvide on-site and off-site professional services to Genetec customers, including proof-of-concept, on-site technical support, system deployment and commissioning, training, audits, and status assessments and will act as a general liaison between Genetec and its customers\nDefine product and functional requirements based on customer feedback and facilitate new product development work specific to the customer\nProvide an open forum for questions regarding strategic plans, best practices, and advice on upgrades special concerns, and ad-hoc consulting for software implementation, integration, training, and change requests\nAbout you:\nMinimum Diploma/Degree in Computer Sciences, Computer Engineering, Electronics or equivalent\nAt least 5 years work experience in a related role\nStrong analytical and troubleshooting skills in both hardware and software\nFlexible, with a “can do” attitude, able to multitask, with an ability to manage priorities\nExperience in customer service, technical support, and project management\nStrong sense of urgency with a desire to constantly learn and evolve at the same pace as the software\nStrong team player while possessing the autonomy to manage his own workload\nExperience in physical security environment\nCCNA qualification\nBasic verbal and written communication in English\nAny other languages will be considered a strong asset\nMust possess a valid driver’s license and passport\nCapacity to travel up to 35% for field engineering assignments \nTechnical Requirements:\nExcellent administration and troubleshooting knowledge of the various Windows operating systems (Active Directory, file sharing, IIS, clustering, GPO, performance monitoring, etc.)\nExcellent knowledge of networking principles and IP protocols\nExperience with networking equipment configuration and troubleshooting (switches, routers, etc.)\nExperience working with a video security system over IP - CCTV system or Access control.\nExperience working with SQL databases\nClear understanding of TCP, IP and UDP protocol stack\nUnderstanding of network storage (SAN, NAS, iSCSI) principles and best practices\nUnderstanding of server virtualization concepts\nGreat if you have:\nProgramming experience with C#, Visual Basic, VBScript, PowerShell, or similar technologies\nMicrosoft SQL Service administration experience\nMCSE, SQL Server, VMware, or similar technical professional certifications\nDeployment and troubleshooting of security systems such as:\nCCTV (IP cameras and encoders, video matrices, DVRs, etc.)\nAccess control systems (administration of software, reader, controller, wiring, etc.\nTechnical Support Engineer\nGenetec 소개\nGenetec은 모든 구성원의 의견이 존중받아야 한다고 믿으며, 직원들이 각자의 역할에서 배우고 성장하여 잠재력을 최대한 발휘할 수 있는 근무 환경을 조성하기 위해 노력합니다.\n기술지원 엔지니어는 기술과 혁신에 열정을 가진 2,000명 이상의 다양한 구성원으로 이루어진 Genetec의 중요한 일원입니다. Genetec은 새로운 아이디어의 실험을 두려워하지 않으며 실패 가능성도 성공을 향한 과정으로 받아들입니다. 협력적인 조직문화와 뛰어나고 유능하며 배려심 있는 동료들과 함께 일하는 것을 자랑스럽게 생각합니다.\n이 직무에서는 고객에게 우수한 기술지원을 제공하여 제품과 서비스를 최상의 환경에서 경험하도록 지원합니다. 팀워크와 상호 존중을 바탕으로 구성원의 기여와 잠재력을 소중히 여깁니다.\n소속 조직 및 보고 체계\n기술지원 엔지니어는 이메일, 전화, 채팅 또는 현장 방문을 통해 고객에게 전문적이고 수준 높은 판매 후 기술지원 서비스를 제공합니다.\n· 근무 형태: 대한민국 내 원격근무\n· 직속 보고: 아시아 기타 지역 기술지원 팀 리더(Team Lead Technical Support, Rest of Asia)\n· 간접 보고(Dotted-line): 한국 Country Manager\n주요 업무 및 책임\n· 전화, 이메일 및 채팅을 통한 고객 기술지원 제공\n· 소프트웨어 도구를 활용한 복잡한 기술 문제 및 서비스 장애 진단과 해결\n· 정해진 절차와 프로세스에 따른 문제 해결\n· 중대한 고객 관련 이슈 발생 시 적절한 경로를 통한 신속한 에스컬레이션\n· 고객 문제의 적시 해결 보장\n· 기술지원 전문가 및 연구개발(R&D) 엔지니어와 협업\n· 신규 및 기존 고객과 긴밀한 관계 구축 및 유지\n· Genetec 솔루션 전반에 대한 폭넓은 실무 지식 개발 및 유지\n· 소프트웨어 및 기술지원 프로세스 개선에 기여\n· 기술문서 및 지식베이스 문서 작성에 참여\n· 현장에서 발생한 문제를 Genetec 기술지원 티켓 시스템과 CRM 도구에 정확히 기록\n현장 기술지원 업무 (Field Support)\n· 고객 현장에서 Genetec 시스템 설치, 감사, 평가, 유지보수 및 기술지원 수행\n· 개념검증(PoC), 현장 기술지원, 시스템 구축 및 시운전, 교육, 감사, 상태 평가 등 현장·원격 전문 서비스 제공 및 고객과 Genetec 간 소통 창구 역할\n· 고객 피드백을 기반으로 제품 및 기능 요구사항을 정의하고 고객별 신규 제품 개발 지원\n· 전략 계획, 모범 사례, 업그레이드, 특수 현안 및 소프트웨어 구현·통합·교육·변경 요청에 관한 질의응답과 수시 자문 제공\n지원 자격\n· 컴퓨터과학, 컴퓨터공학, 전자공학 또는 관련 분야 전문학사·학사 학위 또는 동등한 자격\n· 관련 직무 경력 최소 5년\n· 하드웨어 및 소프트웨어 분석과 장애 해결 역량\n· 유연하고 적극적인 태도, 다중 업무 수행 및 우선순위 관리 능력\n· 고객서비스, 기술지원 및 프로젝트 관리 경험\n· 긴급 사안에 신속히 대응하고 지속적으로 학습하려는 자세\n· 협업 능력과 독립적인 업무 관리 능력\n· 물리보안 분야 업무 경험\n· CCNA 자격\n· 기본적인 영어 구두 및 서면 의사소통 능력\n· 추가 외국어 능력 우대\n· 유효한 운전면허증 및 여권 보유\n· 현장 엔지니어링 업무를 위한 최대 35% 출장 가능\n기술적 요구사항\n· Windows 운영체제 관리 및 장애 해결에 대한 우수한 지식(Active Directory, 파일 공유, IIS, 클러스터링, GPO, 성능 모니터링 등)\n· 네트워크 원리 및 IP 프로토콜에 대한 높은 수준의 이해\n· 스위치·라우터 등 네트워크 장비 설정 및 장애 해결 경험\n· IP 기반 영상보안(CCTV) 또는 출입통제 시스템 업무 경험\n· SQL 데이터베이스 업무 경험\n· TCP, IP 및 UDP 프로토콜 스택에 대한 명확한 이해\n· 네트워크 스토리지(SAN, NAS, iSCSI)의 원리와 모범 운영 방식 이해\n· 서버 가상화 개념 이해\n우대사항\n· C#, Visual Basic, VBScript, PowerShell 또는 유사 기술을 활용한 프로그래밍 경험\n· Microsoft SQL Server 관리 경험\n· MCSE, SQL Server, VMware 또는 유사 전문 기술 자격\n· CCTV 시스템(IP 카메라, 인코더, 비디오 매트릭스, DVR 등) 구축 및 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