Software House L3 Technical Support Engineer (hybrid)

What you will do
Johnson Controls is seeking a highly skilled and experienced Level 3 Technical Support Specialist to join our enterprise Software House team based in Westford, MA. This role is critical in providing advanced technical support for our security products, including access control systems and networked security devices. The ideal candidate will possess deep technical knowledge, excellent problem-solving skills, and the ability to work collaboratively with internal teams and external clients. This is a hybrid position based in Westford, MA. Candidates must be commuting distance to the Westford, MA, location, or able to relocate.

How you will do it

• Perform advanced troubleshooting and root cause analysis for complex technical issues escalated from Level 1 and 2 support.

• Validate firmware and software builds prior to public release, ensuring compatibility and performance standards.

• Handle escalations and ensure compliance with Service Level Agreements (SLAs).

• Support integration and compatibility of security products with third-party systems.

• Analyze system logs and traces to diagnose and resolve issues.

• Provide feedback and log enhancement requests to improve product functionality.

• Collaborate with engineering and product teams to resolve systemic issues and implement long-term solutions.

What you will need
Required

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.

• Experience with CCure9000. CCure9000, including all the Master Tech required certifications.

• 5+ years of experience in technical support, with at least 2 years in a Level 3 support role.

• Strong understanding of access control systems and networked security devices. Ability to interpret and analyze system logs and traces.

• Proficiency in SQL Server, including authentication and database operations.

• Experience with firmware deployment and troubleshooting.

• Knowledge of device communication protocols, structure and troubleshooting.

• Ability to diagnose and resolve complex technical issues efficiently by reviewing Windows and application system logs.

• Experience with cloud platforms like AWS, Azure, or Google Cloud.

• Proficiency in scripting languages such as Python, PowerShell, or Bash for automation of tasks.

• Experience in managing technical projects, including planning, execution, and monitoring.

• Strong customer service skills to ensure client satisfaction and maintain positive client relationships.

• Ability to create and maintain detailed technical documentation.

• Knowledge of cybersecurity best practices and experience in implementing security measures.

Preferred

• Experience with iSTAR controllers, and VideoEdge systems.

• Familiarity with integration protocols such as OSDP and Wiegand.

• Knowledge of OAuth 2.0 and modern authentication mechanisms.

• Experience working in an enterprise or security-focused environment.