Customer Support Coordinator (Level 2 Support) - Sun-Thurs - Access Control, CCTV, Intrusion

Job description

Overview The Security Technical Support (STS) – Level 2 role is a critical position within the Customer Support organization, focused on operational lifecycle support for deployed security solutions and accountable delivering service success outcomes. This role drives efficient, customer‑focused service execution across complex security environments. STS L2 Agents serve as a technical escalation point for advanced and complex issues, providing expert‑level analysis, diagnosis, and resolution. They partner closely with field technicians, internal teams, and external stakeholders to drive timely issue resolution, maintain clear and disciplined communication, and sustain high service performance across deployed security environments. Operating within the Service Success Model, this role emphasizes proactive execution by identifying risks early, validating technical assumptions, and reinforcing correct execution in the field. Through targeted guidance, root cause analysis, and continuous improvement of processes and documentation, STS L2 Agents strengthen field readiness, reduce repeat issues and retrips, and minimize reliance on real‑time support without sacrificing service quality. F...