Project Manager
Long View Systems
LinuxMS SQL ServerPMPSQLVMware
Job Level
Mid-LevelSenior
Tech Stack
MS SQL ServerSQLVMware
About the role
- 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
Requirements
- Excellent analytical, troubleshooting, and diagnostic abilities
- Strong customer focus and communication skills (verbal and written)
- Solid understanding of networking protocols and infrastructure
- Proficiency in Microsoft Windows OS (Windows 10/11, Server 2019/2022/2025)
- Intermediate experience with Microsoft SQL Server (2019/2022)
- Highly self-motivated with strong organizational and multitasking skills
- College diploma or degree in Computer Science (or related field), or equivalent experience
- Minimum 3 (three) years in a technical support role (Tier 1 or Tier 2)
- Supporting and troubleshooting computer hardware and software
- Supporting Microsoft Windows Server (2019/2022/2025) environments (min. 2 years)
- Supporting users on Microsoft Windows 10/11 (min. 2 years)
- Experience with Video Management Systems (VMS), video analytics, CCTV, access control, or perimeter intrusion devices (PIDs) (asset)
- Knowledge of Wireshark or similar network analysis tools (asset)
- Familiarity with virtualization platforms (VMware, Hyper-V, VirtualBox) (asset)
- Scripting (PowerShell, batch, etc.) (asset)
- Exposure to Windows Server Clustering or SQL Always On (asset)
- Certifications such as CCNA/CCNP, Network+, MCSE, or equivalent (asset)
- Eligibility for Secret Clearance (must be within a few months of receiving citizenship status)
