POSITION OVERVIEW

Alarm.com, a rapidly growing, entrepreneurial technology company, is seeking a Technical Account Specialist to join our talented Shooter Detection Systems (SDS) team.  As a technical subject matter expert, the Technical Account Associate will ensure that SDS partners and customers are supported technically on the Alarm.com/SDS Gunshot Detection System. The primary focus of this role is direct partner/customer product support by phone, e-mail, and web-based applications, for system deployments, server software upgrades, and troubleshooting Gunshot Detection system related issues.

Do you have a passion for providing exceptional customer service and solving complex problems? If you answered yes, we’re searching for a driven/focused individual with a passion for technology, and a desire to work directly Alarm.com/SDS Partners and Customer, as well as across departments within the Alarm.com/SDS environment. 

Prior technical experience with Gunshot Detection Systems is not required; however, technical curiosity and a willingness to learn are keys to success in this role.

 

RESPONSIBILITIES

 

• Answer technical questions related to the SDS Gunshot Detection product which will also include integration with other security products. Detailed training will be provided to the candidate.
• Support partners/customers with configuration help and issue resolution. Remotely accessing their systems and resolving problems in real-time. Detailed training as well as hands-on support for first several months will be provided.
• Effectively communicate with the engineering team to discuss partner/customer needs, and issues, and help resolve these needs/issues.
• Work with Sales Team and Partners during the customer sale process - Perform initial system designs that are high quality, accurate and executed in a timely manner. Detailed training will be provided to enable the candidate to perform this task.
• Perform site walks of customer facilities and manage partner/customer inquiries related to the installation and deployment of our system.
• Support the company's installation partner network through the setup and configuration process.

 

REQUIREMENTS

• 3-5 years of customer support experience, preferably with a hardware-based product.
• Background in computer networking, preferred.
• Bachelor's degree, preferred.
• Experience with Windows based system required.
• Experience with Windows Services and Logs is a plus.
• Experience with security products is a plus.
• Experience creating sales drawings, typically simple layouts, and device placements.
• A desire to learn about our product and help our customers.
• Outstanding interpersonal skills working over the phone/internet to resolve issues.
• Excellent communication skills.
• Organized and motivated self-starter; works well independently with minimal direction.
• Travel to customer sites: Approximately 5-to-10% or periodic as required.

 

 

WHY WORK FOR ALARM.COM/SDS?

• Collaborate with outstanding people: We hire only the best. Our quality standards are high, and our employees enjoy working alongside other high achievers.
• Make an immediate impact: New employees can expect to be given the responsibility of supporting Alarm.com/SDS solution within weeks. You are empowered to perform as soon as you join the Alarm.com/SDS team!
• Gain well rounded experience: We offer a diverse and dynamic environment where you will get the chance to work directly with fellow employees and gain a broad knowledge across multiple security technologies.
• Work with latest technologies: We are committed to improving the global security infrastructure by developing a gunshot detection solution that far exceed industry standards for quality, safety, and performance and that will reduce response time, provide greater clarity in communications, and save lives in active shooter incidents.

 

COMPANY INFO

Alarm.com/SDS is the leading provider of Gunshot Detection technology. We believe that every citizen deserves the right to the highest protection against active shooters in their everyday locations as employees at work, students in school, and as visitors to municipal, government, recreational and retail spaces.

COMPANY BENEFITS

Alarm.com offers competitive pay and benefits inclusive of subsidized medical plan options, an HSA with generous company contribution, a 401(k) with employer match, and paid holidays, wellness time, and vacation increasing wi