Summary: Seeking a Senior Technical Support Engineer with deep expertise in access control systems to own complex escalations and resolve critical system issues. Highlights: 1. Own and resolve advanced access control escalations 2. Troubleshoot across hardware, firmware, networking, and system integrations 3. Act as technical bridge between frontline support and engineering **Senior Technical Support Engineer – Access Control** **About the role** We’re hiring a senior Technical Support Engineer with **deep, hands\-on expertise in access control systems** (controllers, readers, and integrations) to own complex escalations. This is not a general IT support role. You’ll be the escalation point for critical system issues and work directly with engineering to resolve product and integration challenges. **What you’ll do** * Own and resolve **advanced access control escalations** (controllers, readers, credentials, integrations) * Troubleshoot issues across **hardware, firmware, networking, and system integrations** * Act as the technical bridge between frontline support and engineering * Identify root causes of recurring issues and drive permanent fixes * Support integrations with **VMS, identity systems, and third\-party platforms** * Lead critical incidents with customers, ensuring clear communication and resolution * Mentor support engineers on structured troubleshooting and access control best practices **What you bring** * 3\+ years in **access control / physical security support or engineering** * Strong hands\-on experience with **access control controllers (e.g. Mercury or similar), readers, and door hardware** * Deep understanding of **OSDP, Wiegand, credential technologies, and door configurations** * Experience troubleshooting **end\-to\-end systems** (controller → network → server → client) * Solid networking fundamentals (TCP/IP, routing, firewalls, multicast) * Experience working with **integrations (VMS, identity management, APIs)** * Proven ability to handle **high\-severity escalations under pressure** \#Accesscontrol \#securitysystems \#Lisbon \#Accesscontrol \#securitysystems \#Lisbon \#Accesscontrol \#securitysystems \#lisbon \#Accesscontrol \#securitysystems Job Type: Full\-time Work Location: In person