Technical Support Specialist – Alarm & Security Systems (Tier 1)

SecurePRO, Inc. – Santa Barbara, CA

Pay: $20.00–$30.00 per hour, depending on experience and qualifications
Schedule: Full-Time, Monday–Friday, 8:00 AM–4:30 PM
Location: Santa Barbara, CA – In Person

About the Position

SecurePRO, Inc. is looking for a motivated Technical Support Specialist – Tier 1 to join our Santa Barbara team.

This is an office-based technical support position providing first- and second-level support to customers with security, fire alarm, camera, access control, and network systems.

You will receive customer calls, texts, and service requests; troubleshoot problems remotely; create and manage support tickets; and coordinate with our field service team when an onsite technician is required.

This is a great opportunity for someone who enjoys technology, troubleshooting, solving problems, and helping customers. Previous alarm industry experience is helpful but not required for Tier 1. We are willing to train the right person.

Systems You'll Support

Our support team works with a variety of systems and technologies, including:

• Burglar and intrusion alarm systems

• Fire alarm and life-safety systems

• Video surveillance and camera systems

• Access control and card reader systems

• Computer networks and communications

• Alarm.com, DMP, DSC, Honeywell, Slient Knight, Kidde, Potter

What You'll Do

• Answer incoming customer calls, texts, and support requests

• Serve as an initial point of contact for technical and service-related issues

• Ask appropriate questions to identify and understand customer problems

• Perform approved remote troubleshooting and diagnostics

• Assist customers with basic system operation and programming

• Troubleshoot alarm, camera, access control, communication, and network-related issues

• Receive and document fire/life-safety issues and escalate them according to company procedures

• Create, assign, update, and manage support tickets in Observables (OBS)

• Accurately document customer issues, communications, and troubleshooting performed

• Determine when an issue requires higher-level technical support

• Coordinate with the service team when a field technician is required

• Schedule service calls and provide field technicians with accurate information

• Follow up on open tickets and outstanding customer issues

• Communicate professionally with customers, technicians, and other team members

Tier 1 & Tier 2 Responsibilities

Tier 1 is the first level of customer and technical support. You will handle common customer questions, gather information, perform basic troubleshooting, manage support tickets, and recognize when an issue should be escalated.

As your technical knowledge and experience develop, Tier 2 responsibilities include more advanced troubleshooting, remote diagnostics, identifying underlying system problems, assisting Tier 1 personnel, and determining whether issues can be resolved remotely or require field service.

Our goal is to develop employees from Tier 1 into increasingly capable Tier 2 and advanced technical support positions.

What We're Looking For

We are looking for someone who is organized, technically inclined, comfortable working with customers, and interested in learning security and low-voltage technology.

Ideal candidates will have:

• Strong customer service and communication skills

• Good computer skills and general technical aptitude

• Strong problem-solving and troubleshooting ability

• Ability to learn new software and technical systems

• Ability to manage multiple open issues and priorities

• Good organizational and documentation skills

• Attention to detail

• Professional telephone, text, and email communication

• Ability to remain professional when assisting customers with urgent problems

• Dependable attendance and a positive, team-oriented attitude

• Willingness to learn and continually develop technical skills

Experience with alarm systems, electronics, IT, computer networking, telecommunications, access control, video surveillance, electrical systems, or technical customer support is a plus but is not required for an entry-level Tier 1 candidate.

Compensation & Benefits

SecurePRO offers a competitive compensation and benefits package, including:

• $20.00–$30.00 per hour, depending on experience and qualifications

• Full-time, Monday–Friday schedule

• Medical insurance

• Dental insurance

• Vision insurance

• Life insurance

• 401(k) retirement plan

• Paid vacation / PTO

• Paid holidays

• Paid training and technical development

• Opportunities for advancement within the company

Career Advancement

SecurePRO provides training on our systems, products, software, and troubleshooting procedures.

Employees who demonstrate strong technical ability, customer service, reliability, and problem-solving skills will have opportunities to advance:

Tier 1 Technical Support → Tier 2 Technical Support → Advanced Technical Support / Specialized Roles

About SecurePRO

SecurePRO, Inc. is a locally owned and veteran-operated security and technology integration company serving California's Central Coast. We provide professional security, fire alarm, video surveillance, access control, networking, gate, and related technology solutions for commercial and residential customers.

We are looking for people who enjoy solving problems, working with technology, helping customers, and continually learning new systems.

If that sounds like you, we encourage you to apply.