Genea

Security Engineer

• Own daily L2 queue triage: prioritize tickets by urgency, SLA exposure, and install-linkage; ensure no ticket ages without owner visibility.
• Serve as acting lead in the Support Manager’s absence — make real-time judgment calls on escalation routing, coverage gaps, and customer communication without requiring manager availability.
• Enforce channel hygiene across Teams support and onboarding channels; ensure proper routing protocols are followed by all L2 team members and flag drift quickly.
• Own SLA compliance visibility for the team; surface aging tickets and at-risk cases to the Support Manager proactively.
• Own the L2 on-call and after-hours coverage schedule in coordination with the Support Manager; ensure coverage assignments are confirmed before each cutover window, high-risk installation, or enterprise go-live.
• Serve as the first call when issues arise during after-hours or weekend coverage windows; resolve or escalate as appropriate before involving the Support Manager.
• Maintain the install-linked coverage tracking model; confirm that technician assignments are logged and FLSA-compliant before each coverage period.
• Serve as the primary technical onboarder for new L2 hires: design and deliver structured shadowing, conduct skill gap assessments, and provide readiness sign-off before new team members handle cases independently.
• Coach L2 team members on escalation urgency standards and technical decision-making; distinguish true L3-required issues from those resolvable within the L2 tier.
• Run recurring team knowledge sessions — translate resolved L3 tickets, recurring incident patterns, and product updates into practical L2 training and Intercom knowledge base entries.
• Provide informal performance input to the Support Manager on team members’ technical progress, emerging skill gaps, and coaching opportunities; participate in L2 candidate interviews when requested.
• Lead technical support for large-scale and enterprise implementations, including multi-site deployments, controller migrations (e.g., EP to MP controller upgrades), and phased cutovers.
• Monitor and manage the support and onboarding Teams channels; enforce proper routing protocols and ensure channel hygiene across the team.
• Use advanced troubleshooting skills to isolate and resolve equipment and software malfunctions; escalate to L3 only when resolution requires backend platform access or engineering involvement.
• Complete accurate and detailed service reports for both customers and Genea in a timely manner to support invoicing and job tracking within the ticketing system (Zendesk).

Security L2 Technical Support Team Lead

• Own the end-to-end post-sale delivery organization for Genea’s physical security and access control business, including Security Support (L1 and L2) and Security Implementations, with planned expansion into Renewals management and a net-new Customer Success function.
• Own a delivery P&L and an associated growth target; build and manage a services portfolio that balances margin-positive offerings with strategic loss-leaders that drive adoption, retention, and expansion.
• Lead and mature both onshore and offshore delivery, building the staffing models, partner relationships, and follow-the-sun coverage needed to scale quality and capacity cost-effectively.
• Manage implementation delivery through Genea’s partner / integration channel, holding partners accountable to scope, timeline, quality, and customer-experience standards across engagements ranging from short multi-week installs up to complex multi-month programs.
• Transform and mature the post-sale organization — redesigning the operating model, roles, hand-offs, and value chain to move from reactive support toward proactive, outcome-driven delivery and customer success.
• Stand up the Renewals function and, subsequently, the Customer Success function: define the charter, segmentation, health-scoring, playbooks, and the renewal and expansion motion in partnership with Sales and Operations.
• Operationalize delivery, reporting, and process with AI — instrumenting the organization with dashboards, forecasting, and AI-enabled workflows that improve throughput, margin visibility, and customer outcomes.
• Define and own the KPIs for the function (utilization, margin, time-to-value, CSAT, gross and net retention, on-time delivery) and report performance and risk to the executive team.
• Coach and develop frontline and emerging managers, strengthening the leadership bench and elevating the team’s capability within the Director’s span of control.
• Lead cross-functionally and through influence — partnering with Sales, Product, Engineering, and broader Operations to enhance the value chain inside and outside the direct reporting line.
• Serve as a senior point of escalation for strategic accounts and complex delivery situations, representing the post-sale organization in executive and customer-facing forums.
• Performs other related duties as assigned by management.

Director, Security Delivery – Physical Security

Manager

• Own the end-to-end renewals book of business for Gneea’s Security product—driving on-time renewals, eliminating the existing renewal backlog, and hitting gross and net revenue retention (GRR/NRR) targets.
• Mature the Security renewals function—design, document, and continuously improve the renewals process, policies, playbooks, and best practices; proactively identify issues and gaps and propose and implement solutions.
• Shift the renewal motion earlier—move engagement from roughly 30 days before expiration to a 90-day-out cadence (and 180 days out for larger and strategic accounts), anchored on proactive value confirmation rather than last-minute paperwork.
• Negotiate and close the commercial terms of renewals—including SKU/edition changes, additions to terms and conditions, contractual price increases and uplift capture, multi-year commitments, and the removal of first-year and introductory discounts—balancing retention with margin and lifetime value.
• Build a light expansion motion over time—within approximately 18 months, layer a customer-success-style upsell and cross-sell motion into the renewal conversation, using value confirmation as the bridge to identifying and capturing expansion opportunities.
• Partner cross-functionally with Finance (pricing, billing, forecasting, and deal desk), Sales (account ownership and clean handoffs), and Customer Success (account health, adoption, and value realization) to align on renewal strategy and at-risk accounts.
• Direct and leverage offshore renewals support—providing functional guidance to offshore resources for quoting, data hygiene, scheduling, and administrative work to gain operational scale and cost leverage.
• Manage renewals that transact through integration and channel partners—coordinating co-terming, partner quoting, and partner-influenced commercials to protect retention across indirect relationships.
• Apply AI and automation to the renewals workflow—using, configuring, and where possible building AI tools and agents to streamline quoting, customer outreach, risk scoring, forecasting, and data hygiene.
• Own renewals forecasting and reporting—maintaining an accurate forward forecast and pipeline and reporting on GRR/NRR, on-time renewal rate, churn and contraction drivers, and at-risk accounts.
• Identify and reduce churn risk early—flagging at-risk renewals, coordinating save plays with Customer Success and Sales, and feeding root-cause insights back into the business.
• Maintain CRM and quoting-system hygiene—keeping renewal dates, entitlements, pricing, and account data accurate and audit-ready in Salesforce and connected CPQ/quoting tools.
• Performs other related duties as assigned by management.

Security L2 Technical Support Team Lead

Director, Security Delivery – Physical Security

Senior Renewals Manager