Senstar

Support Engineer

• Create and manage technical support cases submitted via phone, email, or web portal
• Diagnose, troubleshoot, and resolve technical issues across Senstar’s product portfolio (VMS, video analytics, access control, intrusion detection)
• Accurately document all support interactions and troubleshooting steps in the case management system
• Ensure timely follow-up and resolution of cases within defined Service Level Agreements (SLAs)
• Collaborate with team members to solve complex or cross-functional issues
• Escalate unresolved cases to senior support or development teams with clear documentation
• Reproduce, document, and submit software defects as needed
• Record and relay customer feature requests or product feedback to product teams
• Contribute to internal knowledge base articles and documentation
• Stay current with industry technologies, product updates, and support best practices
• Provide occasional after-hours/on-call support and rare on-site customer assistance
• Assist with setting up internal test environments and installations as needed

Technical Support Specialist