Lead Technical Support Engineer

The Role

Verkada is expanding rapidly in the EMEA region. We are looking for a Lead for our Technical Support Engineering team to support our growing base of enterprise customers in our London office. As a member of Technical Support Engineering, you will join a skilled team supporting the entire line of Verkada cloud-managed building security products. Working independently and collaboratively, you will solve technical issues and advise customers on our platform. Our team is the bridge between customers, Engineering, and Product Management. If you want to make an impact and advance your career in the cloud-managed IoT space, we'd love to hear from you!

Responsibilities:

• Full-stack troubleshooting of the entire Verkada platform including, network, hardware, software, and electrical issues
• Provide best practice design, installation, and configuration expertise to enterprise customers
• Communicate technical matters to customers both orally and in writing
• Own customer issues and escalations from creation to resolution
• Assist others with case escalations
• Collaborate with Engineering and Product teams to test new products and identify bugs
• Write technical knowledge base articles and whitepapers
• Staying up to date on the latest products and industry technologies
• Build tools and processes that will scale
• Mentor and lead junior team members
• Partner with the rest of the team to solve challenging customer cases

Requirements:

• Bachelor's or Master's degree in related technical discipline: Networking, Telecommunications, Systems Administration, Information Technology, Computer Science, Computer Engineering, or Cybersecurity
• 4+ years professional experience in a technical or IT role
• 2-3 years of prior leadership experience
• Strong understanding of network fundamentals: HTTP/HTTPS, TLS, VLANs, TCP/IP, DNS, NAT, DHCP, 802.11, firewalls, Ethernet/Cabling, PoE, and software systems.
• Ability to communicate complex technical matters both orally and in writing
• Excellent customer service skills
• Ability to multitask and prioritize in a fast-paced environment
• Strong problem-solving skills and attention to detail

Preferred Qualifications

• Industry certifications: CCNP, CCNA, CCENT, CCDA, CWNP, CWNA, MCSE, CEH, Network+, Security+, A+.
• Experience with electrical devices, Linux, APIs, Python, or other coding languages

London Office Employee Benefits

Verkada is committed to investing in the holistic health and wellbeing of all employees and their families. Our benefits and perks programs include, but are not limited to:

• Generous medical, vision, & dental insurance coverage
• Fertility benefits
• Fitness/wellness allowance
• Monthly commuter benefits
• Kitchen filled with drinks and snacks & daily food allowance when working from the office

Employee Pay Disclosure

At Verkada, we want to attract and retain the best employees, and compensate them in a way that appropriately and fairly values their individual contribution to the company. With that in mind, we carefully consider a number of factors to determine the appropriate starting pay for an employee, including their primary work location and an assessment of a candidate’s skills and experience, as well as market demands and internal parity. For this role, Verkada estimates a starting annual base salary will fall in the range of approximately £50,000 - £75,000. This estimate can vary based on the factors described above, so the actual starting annual base salary may be above or below this range. Annual base salary is also just one component of Verkada’s total rewards package. A Verkada employee may be eligible for additional forms of compensation, depending on their role, including sales incentives, discretionary bonuses, and/or equity in the company in the form of Restricted Stock Units (RSUs).