About this role
This is remote technical support for a company that installs and maintains security systems - alarm panels, cameras, DVR and NVR recorders, and access control. Customers call when something has stopped working, and your job is to work out why without being able to touch anything yourself. That is the whole shape of the role: you ask the right questions, you listen to what the person on the other end reports back, and you narrow it down from there. Sometimes it is a network or connectivity problem affecting an IP camera. Sometimes it is a panel that needs reprogramming. Sometimes it is a genuinely faulty device and the right answer is to stop and send a technician. You will guide customers through resolution steps by phone, email and remote access, document every issue and fix in the ticketing system, help with system configuration and programming, and coordinate with field technicians when a site visit is needed. The customers are mostly not technical, so the ability to explain what is happening in plain language matters as much as the diagnosis itself. This is a fully remote position for a candidate based in India or the Philippines, working U.S. business hours.
What you’ll do
- Provide remote technical support to customers with alarm systems, cameras and access control
- Troubleshoot system faults by phone, email and remote access
- Guide customers through resolution steps over the phone
- Diagnose network and connectivity issues affecting IP cameras and devices
- Document issues and resolutions in the ticketing system
- Escalate complex issues and coordinate with field technicians when an on-site visit is needed
- Assist with system configuration and programming
- Follow up with customers to confirm the issue is resolved
What we’re looking for
- Technical support experience with security systems, alarms or low-voltage systems
- Knowledge of alarm panels, cameras and DVR or NVR systems
- Understanding of network configuration for IP cameras and devices
- Remote troubleshooting and diagnostics
- Ability to guide customers through technical steps by phone
- Ticketing system experience
- Excellent verbal and written English communication
- Ability to explain technical concepts to non-technical customers
- Strong problem-solving skills
- Comfortable working alongside field technicians
- Able to work independently
Nice to have
- Experience with Honeywell, Bosch, Hikvision, Dahua or similar systems
- Knowledge of access control systems
- Experience with alarm monitoring platforms
- Familiarity with mobile apps for security systems
- Experience supporting U.S.-based customers
About F5 Global Talent
F5 Global Talent is a people-first company that hires experienced professionals and places them in long-term, fully remote roles with leading U.S. companies. We are your direct employer of record — we handle payroll, equipment, HR, and ongoing support, so you can focus on doing your best work. To date we have placed 500+ professionals, and 98% remain with their role past the first 90 days.