{"id":135597,"url":"https://alion.io/job/genetec-technical-support-engineer-team-leader","title":"Technical Support Engineer Team Leader","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":"2026-11-07T05:47:08Z"}},"role":"Leadership","role_family":"Leadership","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Sydney, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":86000,"max_usd":182000,"period":"year","method":"role_seniority_country_cell","sample_n":8},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"SQL","optional":false},{"name":"Windows","optional":false}],"status":"closed","first_seen_at":"2026-08-19T00:00:00Z","employer_posted_date":"2026-08-19","last_verified_at":"2026-11-05T13:57:01Z","board_verified":false,"closed_at":"2026-11-05T13:57:01Z","days_open":78,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":78},"description":"OVERVIEW:\nGenetec Australia PTY Ltd is seeking the role of the Technical Support Engineer Team Leader (Australia) is to coordinate a team of 3 to 4 Support Engineers while continuing to ensure the team provides quality and professional post-sales services to our customers via email, phone, text chat or on-site support. They will help handle more complex cases and be involved in technical escalations. The Technical Support Engineer Team Leader is based in Sydney and will report to the Customer Experience Manager (Australia).\nJOB DUTIES:\nTechnical Support:\nUse software tools to diagnose and solve complex issues and service outages\nConceptualize and articulate ideas clearly and concisely\nResolve problems in compliance with established processes\nEnsure timely escalation of critical customer related issues through proper channels\nEnsure timely resolution of customer issues and monitors escalated cases\nMonitor local Technical Support specialists and assist them in more difficult cases\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\nPrepare product related training programs to ensure the team is up to date on technical knowledge\nHandle, and train employees on other products like Stratocast, Genetec Security Center, Horizon (Genetec Security Center SaaS). \nPrepare and assist the on-boarding, training, and reverse shadowing new employees. \nParticipates in the employee evaluation process with the CX Manager\n\nAdditional tasks:\nCollaborate with Sales Admin, CRM Data Specialists, DBS and DI teams to resolve CRM incidents and handle urgent customer GTAP login issues for portal.genetec.com & Genetec.com/Portal including backend related issues. Collaborate with Login.Genetec.com devs for issues related to the domain and improve the functionality of it. This may include reporting on security vulnerabilities.\nCollaborate with Genetec.com/Portal (New Online Store) devs and team to resolve issues raised internally or by customers. \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\nRequirements\nSKILLS & EXPERIENCE :\nMinimum Diploma/Degree in Computer Sciences, Computer Engineering, Electronics or an equivalent technical qualification such as CCNA, CCNP certification\n3-5 years working 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\nFluent and proficient in 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\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\nSalary: Between AUD $90,000.00 and AUD $100,000.00 (range excludes superannuation), depending on experience.\nApplications will be accepted from August 19, 2026, with the closing date for applications being September 17, 2026.","description_format":"text","description_chars":4922,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":3,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Video Surveillance","Access Control & Alarm Systems"],"lifecycle":[{"event":"open","at":"2026-08-19T00:00:00Z"},{"event":"close","at":"2026-11-05T13:57:01Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/genetec-technical-support-engineer-team-leader","json_url":"https://alion.io/job/genetec-technical-support-engineer-team-leader.json","meta":{"generated_at":"2026-11-08T04:06:40Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8838,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1229},"rest":"https://alion.io/mcp/rest/get_company?id=1229"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgenetec-technical-support-engineer-team-leader"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgenetec-technical-support-engineer-team-leader"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgenetec-technical-support-engineer-team-leader"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/genetec-technical-support-engineer-team-leader\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgenetec-technical-support-engineer-team-leader"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":135597}},{"tool":"search_jobs","arguments":{"company":"genetec.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":135597},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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