Job Specifications
Senstar is seeking a Technical Support Specialist (Temporary Full-time - 12 (twelve) months) to join our dedicated support team in our Waterloo office. In this role, you will support a wide range of integrated technologies which includes video management systems (VMS), video analytics, access control, and perimeter intrusion detection system which are used by customers in critical applications across more than 100 countries.
You will collaborate with colleagues and customers to troubleshoot and resolve technical issues across diverse environments, from small deployments to large-scale enterprise systems. Support may also involve setting up internal test environments, assisting with installations, and, on some occasions, provide on-site or after-hours support.
This role is well-suited to a motivated professional who enjoys problem-solving, teamwork, and continuous learning in a hybrid work environment.
Key Responsibilities
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
After-hours or on-call support may be required on occasions
On a rare occasion, on-site customer assistance may also be required
What You Bring..
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), including:
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)
Additional Assets
Experience with Video Management Systems (VMS), video analytics, CCTV, access control, or
perimeter intrusion devices (PIDs)
Knowledge of Wireshark or similar network analysis tools
Familiarity with virtualization platforms (VMware, Hyper-V, VirtualBox)
Scripting (PowerShell, batch, etc.)
Exposure to Windows Server Clustering or SQL Always On
Certifications such as CCNA/CCNP, Network+, MCSE, or equivalent
What Senstar Offers..
Extensive training and development
Hybrid working environment
Competitive compensation program
Deep industry roots, with more than 40 years of experience and expertise
An opportunity to work with a globally dispersed and supportive team of professionals who take pride in sharing technical knowledge and brainstorming solutions
A continuous improvement mindset with innovation as the cornerstone. Product and process development, engineering and enhancements continually evolve to keep up with industry needs and demands
At Senstar, we are committed to building an inclusive and accessible environment that includes a variety of backgrounds, perspectives, and skills. We firmly believe, an accessible and inclusive workplace makes us stronger, more competitive, and innovative. Should you require an accommodation through any stage of the recruiting or hiring process please let us know.
About the Company
Senstar is a global technology leader in advanced sensing and information management systems for the protection of infrastructure and facilities. With intelligent video management, video analytics, access control and innovative perimeter intrusion detection systems, Senstar offers a comprehensive suite of proven security and risk management solutions. Senstar products have been safeguarding people, places and property for over 40 years. Keys to our success are deep industry knowledge, global reach and world-class support. Se...
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