Rhombus

Technical Support Engineer

Rhombus

full-time

Posted on:

Location Type: Hybrid

Location: Sacramento • California • 🇺🇸 United States

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Salary

💰 $80,000 - $95,000 per year

Job Level

JuniorMid-Level

Tech Stack

CloudIoTJavaScriptPython

About the role

  • 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.
  • 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.
Benefits
  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical supportIoTsecurity productsticketing systemsSaaS productsnetworking fundamentalsVLANsPoEfirewall rulesRESTful web services
Soft skills
communication skillsproblem-solvingcollaborationanalytical skillscustomer service