Stone - Support Engineer, Remote

BearCom is the largest distributor of wireless voice, data, and video solutions in North America, and North America's largest two-way radio channel partner for Motorola, with more than 40 years of industry leadership, partnerships with leading manufacturers including JVC Kenwood and Avigilon, and a network of 75+ branches across North America.

As part of the BearCom family, Stone Security brings deep expertise in security integration, backed by partnerships with leading OEMs including Axis, Milestone, and LenelS2, and delivering top-notch services and products built on a foundation of excellence, innovation, and customer satisfaction. Together, BearCom and Stone Security deliver communication, technology, and security solutions that help organizations operate safely, efficiently, and effectively – offering customers scalable solutions and employees the platform to build meaningful, high-impact careers.

JOB DESCRIPTION

Stone Security is seeking a Support Engineer to provide exceptional technical support and troubleshooting for our advanced security software and hardware systems. This role is responsible for maintaining, integrating, and optimizing security solutions such as Milestone, LenelS2, as well as several other integrated products, ensuring seamless operation for our customers. The ideal candidate is detail-oriented, technically skilled, and thrives in a fast-paced, customer-centric environment.

As a Support Engineer, you will diagnose and resolve system issues, coordinate service and maintenance calls, and ensure compliance with Federal, State, and local regulations. This position is key in maintaining customer satisfaction, supporting project teams, and delivering high-quality security solutions. This position requires customer ownership and a self starter attitude, the expectation is owning customer experience from install through service, support, patching, upgrades etc.

KEY RESPONSIBILITIES

Technical Support & Troubleshooting:

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Provide technical support and troubleshooting for security software and hardware systems, including Milestone, LenelS2.

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Diagnose and resolve system performance issues, ensuring optimal functionality.

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Perform custom systems integrations, detailed system upgrade planning, and system audits.

Service & Maintenance Coordination:

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Schedule and coordinate service and maintenance calls with customers.

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Perform routine and corrective maintenance of installed security and access control systems.

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Ensure all service work complies with applicable Federal, State, and local regulations.

System Installation & Configuration:

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Assist with the installation, configuration, and support of electronic security solutions.

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Collaborate with the Projects and Sales teams to support system design, implementation, and customer needs.

Customer Support & Consultation:

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Provide expert consultation on system performance, maintenance, and upgrades.

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Maintain strong relationships with clients by delivering exceptional customer service.

Additional Responsibilities:

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Support internal teams with troubleshooting, documentation, and knowledge sharing.

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Stay updated on industry trends, emerging technologies, and security best practices.

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Ability to travel to support existing and potential customers.

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Perform any other duties as assigned by Management.