Technical Support Specialist

Technical Support Specialist - Temporary Full-TimeSenstar is seeking a Technical Support Specialist (Temporary Full-time - 12 months) to join our dedicated support team in our Waterloo office. In this role, you will support a wide range of integrated technologies including video management systems (VMS), video analytics, access control, and perimeter intrusion detection systems used by customers in critical applications across more than 100 countries.You will collaborate with colleagues and customers to troubleshoot and resolve technical issues across diverse environments, from small deployments to large-scale enterprise systems. Support may also involve setting up internal test environments, assisting with installations, and, on some occasions, providing on-site or after-hours support.This role is well-suited to a motivated professional who enjoys problem-solving, teamwork, and continuous learning in a hybrid work environment.ResponsibilitiesCreate and manage technical support cases submitted via phone, email, or web portalDiagnose, troubleshoot, and resolve technical issues across Senstar’s product portfolio (VMS, video analytics, access control, intrusion detection)Accurately document all support interactions and troubleshooting steps in the case management systemEnsure timely follow-up and resolution of cases within defined Service Level Agreements (SLAs)Collaborate with team members to solve complex or cross-functional issuesEscalate unresolved cases to senior support or development teams with clear documentationReproduce, document, and submit software defects as neededRecord and relay customer feature requests or product feedback to product teamsContribute to internal knowledge base articles and documentationStay current with industry technologies, product updates, and support best practicesAfter-hours or on-call support may be required on occasionsOn a rare occasion, on-site customer assistance may also be requiredWhat You BringExcellent analytical, troubleshooting, and diagnostic abilitiesStrong customer focus and communication skills (verbal and written)Solid understanding of networking protocols and infrastructureProficiency in Microsoft Windows OS (Windows 10/11, Server 2019/2022/2025)Intermediate experience with Microsoft SQL Server (2019/2022)Highly self-motivated with strong organizational and multitasking skillsCollege diploma or degree in Computer Science (or related field), or equivalent experienceMinimum 3 (three) years in a technical support role (Tier 1 or Tier 2), includingSupporting and troubleshooting computer hardware and softwareSupporting Microsoft Windows Server (2019/2022/2025) environments (min. 2 years)Supporting users on Microsoft Windows 10/11 (min. 2 years)Additional AssetsExperience with Video Management Systems (VMS), video analytics, CCTV, access control, or perimeter intrusion devicesKnowledge of Wireshark or similar network analysis toolsFamiliarity with virtualization platforms (VMware, Hyper-V, VirtualBox)Scripting (PowerShell, batch, etc.)Exposure to Windows Server Clustering or SQL Always OnCertifications such as CCNA/CCNP, Network+, MCSE, or equivalentWhat Senstar OffersExtensive training and developmentHybrid working environmentCompetitive compensation programDeep industry roots, with more than 40 years of experience and expertiseAn opportunity to work with a globally dispersed and supportive team of professionals who take pride in sharing technical knowledge and brainstorming solutionsA continuous improvement mindset with innovation as the cornerstone. Product and process development, engineering and enhancements continually evolve to keep up with industry needs and demandsAt Senstar, we are committed to building an inclusive and accessible environment that includes a variety of backgrounds, perspectives, and skills. We firmly believe an accessible and inclusive workplace makes us stronger, more competitive, and innovative. Should you require an accommodation through any stage of the recruiting or hiring process please let us know. #J-18808-Ljbffr