About Genea:
As leaders in property technology, Genea provides cloud-based physical security, submeter billing and on-demand HVAC solutions to over 1 million users across 39 countries. But Genea is more than just a workplace. We’re a mission-driven team that collaborates, innovates, and engineers the proptech solutions of tomorrow to solve the challenges of today. We pride ourselves on fostering an environment of teamwork, transparency and authenticity, where you can be yourself. But don’t take our word for it. Genea has been recognized as a Top Workplace in 2021-2025, with a rating of 4.3 out of 5 stars on Glassdoor. Our team members love our competitive benefits, including 401k matching, PTO, 100% paid parental leave, remote work options, and development/training opportunities.
Job Overview:
The (Physical) Security L2 Technical Support Team Lead is the Support Manager’s right-hand operator on the L2 team — a working lead who spends the majority of time resolving technical cases while simultaneously owning the team’s daily rhythm, quality bar, and growth. This is not a supervisory role sitting above the work; it is a senior practitioner who sets the pace, models the standard, and ensures the team functions at full capacity with or without the Support Manager in the room.
In addition to handling the most complex service and implementation cases, the Lead owns daily queue triage, after-hours and weekend coverage scheduling, L2-to-L3 escalation quality, and the technical development of L2 team members. The Lead acts as the primary point of accountability for team operations and serves as acting manager when the Support Manager is unavailable.
Duties and Responsibilities
Day-to-Day Operational Ownership
- Own daily L2 queue triage: prioritize tickets by urgency, SLA exposure, and install-linkage; ensure no ticket ages without owner visibility.
- Serve as acting lead in the Support Manager’s absence — make real-time judgment calls on escalation routing, coverage gaps, and customer communication without requiring manager availability.
- Enforce channel hygiene across Teams support and onboarding channels; ensure proper routing protocols are followed by all L2 team members and flag drift quickly.
- Own SLA compliance visibility for the team; surface aging tickets and at-risk cases to the Support Manager proactively.
Coverage Scheduling
- Own the L2 on-call and after-hours coverage schedule in coordination with the Support Manager; ensure coverage assignments are confirmed before each cutover window, high-risk installation, or enterprise go-live.
- Serve as the first call when issues arise during after-hours or weekend coverage windows; resolve or escalate as appropriate before involving the Support Manager.
- Maintain the install-linked coverage tracking model; confirm that technician assignments are logged and FLSA-compliant before each coverage period.
Team Development & Coaching
- Serve as the primary technical onboarder for new L2 hires: design and deliver structured shadowing, conduct skill gap assessments, and provide readiness sign-off before new team members handle cases independently.
- Coach L2 team members on escalation urgency standards and technical decision-making; distinguish true L3-required issues from those resolvable within the L2 tier.
- Run recurring team knowledge sessions — translate resolved L3 tickets, recurring incident patterns, and product updates into practical L2 training and Intercom knowledge base entries.
- Provide informal performance input to the Support Manager on team members’ technical progress, emerging skill gaps, and coaching opportunities; participate in L2 candidate interviews when requested.
Knowledge Management
- Close the L3 feedback loop: pull learnings from resolved L3 tickets back into the team via knowledge base articles, team briefings, and updated SOPs.
- Draft and maintain technical procedures, onboarding guides, and channel workflow documentation for use by L1 and L2 technicians.
- Maintain Intercom technical security content, best practices, and knowledge management answers for both Fin and Copilot (supports L1 team).
Technical Service & Escalation Handling
- Identify and resolve issues across a wide range of service and implementation calls, including emergency and after-hours requests, applying advanced judgment in selecting methods and techniques.
- Serve as the final technical escalation point for the L2 team before issues are routed to L3; triage and own all L2-to-L3 escalation decisions, including determining urgency thresholds and documenting context for L3 handoff.
- Monitor and manage the support and onboarding Teams channels; enforce proper routing protocols and ensure channel hygiene across the team.
- Perform root cause analysis on recurring or complex system incidents; propose and implement corrective and preventive actions.
- Provide custom system integrations, system upgrade planning and execution, system audits and consultation, and database management and manipulation.
- Use advanced troubleshooting skills to isolate and resolve equipment and software malfunctions; escalate to L3 only when resolution requires backend platform access or engineering involvement.
Enterprise & Multi-Site Implementation Support
- Lead technical support for large-scale and enterprise implementations, including multi-site deployments, controller migrations (e.g., EP to MP controller upgrades), and phased cutovers.
- Coordinate pre-cutover activities: verify that systems are preprogrammed, staged, and validated before onsite technicians begin installation.
- Support installations of varying complexity — from small 2-door projects to enterprise campuses with hundreds or thousands of doors — in partnership with third-party integrators.
- Provide technical guidance for multi-DSR/network environments and complex panel configurations (e.g., 1,700+ ASSA IN120 locks across shared networks).
- Participate in or lead technical calls with enterprise customers and integration partners ahead of and during critical go-live events; coordinate L3 involvement when technically justified.
Hardware, Firmware & Card Credential Management
- Install, configure, and support HID and Mercury security systems, Honeywell controllers, ASSA Abloy hardware, and associated access control equipment.
- Validate firmware compatibility for hardware being onboarded to the Genea platform (e.g., minimum firmware requirements for Mercury & Honeywell controllers); communicate requirements to integration partners ahead of installation.
- Issue and troubleshoot mobile credentials (MOB keys, wallet keys); diagnose issuance errors and coordinate resolution with the onboarding team or L3 as needed.
- Support HID Signo reader commissioning, including blank card enrollment procedures.
- Configure and support elevator access control integrations, including on-demand floor access workflows.
System Integration & Advanced Configuration
- Configure and troubleshoot third-party integrations including Intercom, camera/video systems.
- Diagnose and resolve integration-layer issues such as event log delays, sync failures, and API-connected subsystem anomalies.
- Program and validate access schedules, door behaviors (including one-time door schedules and muster/emergency scenarios), and access group structures for complex customer environments.
- Review and optimize customer workflows — such as muster report processes — and coordinate with internal teams on platform-level improvements.
Documentation & Reporting
- Complete accurate and detailed service reports for both customers and Genea in a timely manner to support invoicing and job tracking within the ticketing system (Zendesk).
- Maintain escalation logs with root cause findings, resolution timelines, and recommended preventive actions.
- Contribute to L3 unsolved ticket review cycles by providing L2 context, prior troubleshooting steps, and recommended next actions.
- Perform and document system audits; identify configuration gaps, outdated firmware, or credential inconsistencies across customer environments.
Required Qualifications
- 10–15+ years of experience in physical security systems, access control, or related field services roles.
- Deep hands-on experience with physical access control platforms, HID and Mercury hardware, and low-voltage electronic systems.
- Demonstrated expertise with credential formats and card technologies (HID iClass, Wiegand, OSDP, custom bit formats).
- Strong understanding of TCP/IP networking, Windows environments, and serial communication protocols (RS232, RS485).
- Experience supporting enterprise or multi-site implementations in coordination with third-party integrators.
- Proven ability to manage escalations — both receiving them from L1/L2 and routing them to L3 with appropriate context and urgency.
- Demonstrated experience in a team lead, senior technician, or informal leadership capacity within a field services or support organization.
- Excellent written and verbal communication skills; able to translate technical findings for non-technical stakeholders.
- Proficient in ticketing systems (Zendesk or equivalent), remote management tools, and MS Office suite.
- Associate degree or equivalent from a two-year technical college, or 10–15+ years of equivalent field experience.
Preferred Qualifications
- Experience with Genea access control platform or comparable cloud-based access control systems.
- Familiarity with mobile credential systems (wallet keys, MOB keys) and their issuance workflows.
- Experience with elevator control integrations and advanced access scheduling.
- Camera/video integration experience and knowledge of video-access control interoperability.
- Experience writing or maintaining technical SOPs, onboarding guides, or training documentation.
- Experience designing or managing on-call rotation schedules or after-hours coverage model
Estimated Salary Range: $120,000-140,000 base salary
The salary range listed is our best estimate based on the role's requirements and market conditions. The final offer may be higher or lower depending on the candidate's experience and qualifications.
In addition, full-time employees are eligible to participate in a comprehensive benefits program that includes medical, dental, and vision insurance; flexible spending accounts (FSA); life insurance; accidental death and dismemberment (AD&D) insurance; long-term disability (LTD) coverage; paid time off (PTO); and a 401(k) retirement savings plan.
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