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Network and IoT Support Professional

1 week ago

Sydney, New South Wales, Australia Tbwa ChiatDay Inc Full time

About Us

Verkada is a fast-growing company at the forefront of cloud-based B2B physical security solutions. Our platform integrates six product lines, including video security cameras, access control, environmental sensors, alarms, workplace, and intercoms.

We're dedicated to empowering organizations to gain real-time insights into their physical environment while minimizing security risks, workplace frustrations, and inefficiencies.

The Job

We're seeking an experienced Technical Support Engineer to join our skilled team supporting enterprise customers in our Sydney office. As a member of Technical Support, you'll work independently and collaboratively to solve technical issues, advise customers on our platform, and serve as a bridge between customers, Engineering, and Product Management.

Main Responsibilities

  • Solve technical issues across the entire Verkada platform, including network, hardware, software, and electrical components
  • Provide best practice guidance on designing, installing, and configuring our platform for enterprise customers
  • Communicate technical information to customers through various channels, including oral and written communication
  • Lead customer issues from creation to resolution, ensuring timely and effective resolution
  • Collaborate with Engineering and Product teams to test new products and identify bugs, driving continuous improvement
  • Develop and maintain technical knowledge base articles and whitepapers, showcasing our expertise and thought leadership
  • Stay up-to-date on the latest products and industry technologies, applying this knowledge to drive innovation and growth
  • Design and implement scalable tools and processes to support our growing business

Requirements

  • 1+ year of experience in a Technical Support Engineering or IT role, with a strong track record of delivering exceptional results
  • Bachelor's or Master's degree in a related technical discipline: Networking, Telecommunications, Systems Administration, Information Technology, Computer Science, Computer Engineering, Electrical Engineering, or Cybersecurity from an accredited college
  • Deep understanding of network fundamentals: HTTP/HTTPS, TLS, VLANs, TCP/IP, DNS, NAT, DHCP, 802.11, firewalls, Ethernet/Cabling, PoE, and software systems
  • Experience with electrical, Linux, APIs, Python, or other coding languages is highly desirable
  • Excellent verbal and written communication skills, with the ability to articulate complex technical information to non-technical stakeholders
  • Proven customer service skills, with the ability to multitask and prioritize in a fast-paced environment
  • Demonstrated problem-solving skills and attention to detail, with a commitment to delivering high-quality results
  • Industry certifications are a plus: CCNP, CCNA, CCENT, CCDA, CWNP, CWNA, MCSE, CEH, Network+, Security+

Employee Benefits

We offer a comprehensive benefits package, including fertility benefits, fitness/wellness allowance, monthly commuter benefits, and daily allowance for in-office meals.