Technical Support Engineer Jobs

Rhombus

Location:
United States, Sacramento

Category:
IT - Administration

Contract Type:
Not provided

Salary:

75000.00 - 95000.00 USD / Year

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Job Description:

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.

Job Responsibility:

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

Requirements:

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
Candidates must be authorized to work in the U.S. without requiring sponsorship now or in the future
Candidates must be able to commute to the office 2-3 times a week

Nice to have:

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
Experience with Python, HTML/JavaScript is a plus

What we offer:

Competitive Salary & Equity Options
Flexible Schedule & Paid-Time Off
Excellent Healthcare Coverage
Generous Family Leave Policy
WFH & Workspace Supplies
Career Growth & Professional Development
Dog-Friendly Office & Pet Insurance

Additional Information:

Job Posted:
December 11, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Technical Support Engineer