Security L2 Technical Support Lead

Job Summary

To support the L2 team, the full-time remote Security L2 Technical Support Lead will manage complex technical cases, oversee daily operations and scheduling, and drive the technical development of team members while acting as the primary point of accountability in the Support Manager's absence.

Key responsibilities

• Own daily L2 queue triage, prioritize tickets, and ensure SLA compliance
• Manage after-hours coverage scheduling and serve as the first point of contact for escalated issues
• Lead technical onboarding and coaching for new L2 hires, ensuring readiness and skill development

Required qualifications

• 10-15+ years of experience in physical security systems or related field services roles
• Deep hands-on experience with physical access control platforms and low-voltage electronic systems
• Strong understanding of TCP/IP networking and Windows environments
• Experience supporting enterprise or multi-site implementations with third-party integrators
• Proven ability to manage escalations and provide context for routing to higher support tiers