Note: The job is a remote job and is open to candidates in USA. Envera Systems is a leading provider of smart community security and access control solutions. The Service Support Analyst is responsible for diagnosing and resolving service issues across various security products, performing remote troubleshooting, and ensuring system health to prevent issues from escalating.
Responsibilities
- Perform remote troubleshooting on IP-based devices (gates, DVR/NVRs, cameras, access control controllers), including connectivity checks, power/PoE verification, device status validation, and basic configuration review
- Respond to requests for access-control changes, including activating/deactivating credentials, updating access schedules, and troubleshooting card/fob failures
- Execute proactive system health checks, identifying offline devices, network communication issues, or failed hardware across cameras, gates, alarms, and access control systems
- Review ISP or connectivity outages and engage third-party vendors with detailed diagnostic findings
- Assess break/fix issues reported by other departments and determine whether resolution can be completed remotely or requires escalation (Field Support, Engineering, IT, etc.)
- Conduct internal system audits to validate device performance, data accuracy, credential integrity, and compliance with departmental standards
- Manage inbound casework through email, phone, and Salesforce, ensuring accurate documentation, clear communication, and timely case updates
- Provide clear and professional communication to communities regarding findings, timelines, required actions, and next steps
- Perform additional duties as assigned by the supervisor
Skills
- High School diploma or equivalent required; technical coursework or certifications preferred
- 2–3 years of technical support, monitoring, or security-system experience working with CCTV, access control, intrusion alarms, or IP-based devices
- Working knowledge of network fundamentals (IP addressing, device reachability, VPN/ISP connectivity, PoE concepts, routers/switches) as applied to security hardware
- Strong ability to triage technical issues, distinguish device vs. network vs. configuration problems, and follow structured troubleshooting steps
- Proficiency using ticketing systems (Salesforce preferred) for documenting work, updating cases, and managing workflow
- Excellent written and verbal communication skills, with the ability to translate technical findings into clear explanations for non-technical customers
- Proven ability to work independently in a high-volume environment while maintaining accuracy and attention to detail
- Strong interpersonal skills and professionalism, including emotional control during high-pressure situations
- Technical coursework or certifications preferred
- Experience with CCTV video retrieval, timestamp-based searches, exporting footage, and preparing evidence packages preferred
- Hands-on experience with access control platforms including credential activation, schedule configuration, entry point assignments, and troubleshooting failed access events preferred
Benefits
- Medical
- Dental
- Vision
- 401(k)
- Other supplemental benefits
Company Overview