Senior Support Engineer – Engineering Production Support

VTS is looking for an experienced Senior Support Engineer to join our Engineering Production Support Team. The ideal candidate has a passion for customer support, meticulous attention to detail, and an inherent knack for troubleshooting complex systems. You’ll be on the front lines of our most challenging technical issues, working across the full VTS portfolio.

As a Senior Support Engineer, you will identify, triage, coordinate, and resolve escalated issues spanning software, hardware, and infrastructure. You’ll dive into logs, analyze code paths, collaborate closely with Product and Engineering, and help shape how we support our customers at scale. You’ll also work directly with test equipment in our NYC office to simulate, reproduce, and debug real-world customer environments.

If you’re energized by solving difficult technical puzzles, influencing product direction, and elevating how a company supports its customers, we’d love to hear from you.

• Advanced troubleshooting & root cause analysis
• Own escalated, multi-system issues across web apps, services, and building integrations.
• Analyze logs, metrics, and traces (e.g., Datadog) to drive clear, actionable root cause analysis.
• Perform code-level and network-level investigation (browser dev tools, network inspector, API calls).
• Documentation, enablement & process
• Create and maintain SOPs, runbooks, and knowledge base articles to create self-serve solutions for others.
• Lead occasional training sessions on debugging techniques, tools, and best practices.
• Continuously improve support workflows and bug triage processes; represent the customer in roadmap discussions.
• Scripting, tooling & code contributions
• Build lightweight scripts and tools (primarily Python/JavaScript, plus MongoDB/SQL scripts) to speed up investigation and resolutions.
• Contribute small fixes and enhancements to codebases and provide constructive code review and mentorship to junior team members.
• This role offers the potential to move into development positions at VTS for those who excel and demonstrate strong technical growth.
• Hands-on lab & onsite work
• Install, configure, and maintain lab equipment used by support and QA to reproduce customer setups.
• Reproduce and debug issues for access control and other building systems; occasionally visit customer sites to troubleshoot directly.

What Makes You a Great Fit? 

• 3+ years in advanced technical/production support, or similar Tier-2/Tier-3 support role.
• Strong track record troubleshooting complex issues involving APIs, services, and integrations.
• Ability to read and write JavaScript and provide best-practice guidance.
• Web debugging experience: comfortable with browser dev tools, viewing HTML/CSS, and inspecting network calls (requests/responses, headers, payloads).
• Solid understanding of networking fundamentals (HTTP, DNS, TLS basics, connectivity troubleshooting).
• Experience with databases, especially MongoDB (plus some SQL); able to write queries and basic scripts.
• Familiarity with logging/observability tools, ideally Datadog or Sentry.
• Experience working on a product with integrations and understanding REST APIs and GraphQL concepts.
• Familiarity with ticketing and bug triage workflows (e.g., Jira, Zendesk).
• Ability and willingness to work regularly on-site in the NYC office and travel occasionally to customer locations.

What Sets You Apart?

• Hands-on MongoDB scripting beyond basics.
• Retool development experience.
• Experience with access control / smart building systems, especially HID.
• Enjoy mentoring others on debugging, observability, and building a customer-first technical support culture.
  
  

What VTS Values & How We Show It

• Strive for Excellence - We know your potential is unlimited. Take advantage of our executive coaches and our training and career development programs avail