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Job DescriptionWho We Are Founded in 2016, Rhombus is on a mission to make the world a safer place with our centralized platform that combines intelligent cameras, sensors, and AI analytics to help organizations improve safety and operations at scale. We have a solid product-market fit, customers love us, and our solution makes a profound impact and difference in the world. Rhombus was created by industry veterans and is also backed by incredible investors who believe in transforming the world of physical security with enterprise-grade technology that's accessible to any organization. Who You Are Here at Rhombus, everyone plays a critical role in achieving our mission to make the world safer with simple, smart, and powerful physical security solutions. No matter what team you’re on, the work you do here makes a positive impact across the globe. As a Technical Support Engineer, you'll be responsible for developing solutions to customer specifications and for customer support. You are a hands-on, technically minded problem solver who enjoys working directly with customers to configure, troubleshoot, and support integrated physical security systems. You’re comfortable collaborating across teams — Sales, Engineering, Product — to deliver solutions that truly meet customer needs.What You'll Do • Implement new feature requests for customers by configuring cameras, sensors, and access control hardware., • Collaborate with clients and Rhombus Engineering teams to resolve product or system issues, including network connectivity, firmware, and integrations., • Provide regular issue and trend reporting to help internal teams understand recurring customer challenges and drive product improvements., • Analyze support processes and recommend strategies to reduce common issues, improve installation success rates, and streamline customer onboarding, • Troubleshoot system and customer issues to validate product or service defects by reproducing behavior to isolate root causes., • Support new product launches, by tracking early bugs and providing detailed feedback to Product Management teams, • Develop support tracking metrics to demonstrate common customer challenges and strengthen feedback loops between internal teams.What We're Looking For, • 2–4 years of technical or IT support experience, ideally with hardware, IoT, or security products., • Experience with ticketing systems (Zendesk) and managing a high volume of technical inquiries., • Previous experience working with or supporting SaaS products, especially with device management platforms., • Comfortable learning new tools and configuring cloud-managed devices or systems., • Strong networking fundamentals, including VLANs, PoE, firewall rules, and basic troubleshooting., • Excellent communication skills with customers via phone, email, and remote support., • Familiarity with access control is preferred — door controllers, readers, wiring, relays, and basic locking hardware behavior., • Knowledge of RESTful web services (Postman) for debugging or automation tasks.