Technical Support Engineer

Position: Technical Support Engineer Location: Western United States (Remote) Move Security Forward with Acre Are you passionate about transforming the future of security? Do you thrive in a collaborative, innovative environment where your contributions drive real impact? If so, Acre Security is the place for you. Join us in making the world a safer place — one innovation at a time. About Acre At Acre, we're not just building security solutions — we’re empowering security professionals to adapt and thrive in a rapidly changing world. Since our inception in 2012, Acre has been at the forefront of innovation in access control, visitor management, and intrusion software. Our solutions are trusted by organizations in over 25 countries, delivering smarter, more adaptable, and easier-to-use security technologies that protect what matters most. Your Impact We’re looking for a Technical Support Engineer to join our global Support team, supporting customers across the Western US region. This role is critical to ensuring a high‑quality customer experience by providing technical expertise across Acre’s software platforms and partner integrations. You’ll build deep product knowledge while supporting customers through timely, accurate, and professional technical assistance. What You’ll Do In addition to the above, your key responsibilities will include: Learn and maintain strong knowledge of Acre’s software products, partner integrations, and supported technologies Provide technical support to customers via phone, ticketing systems, and other support channels Troubleshoot software, networking, and system‑level issues with a strong focus on customer experience Continuously test Acre software and integrations to support quality assurance and product reliability Respond to incoming customer calls and technical inquiries requiring assistance Participate in an after‑hours on‑call rotation to support customers 24/7/365 Maintain accurate documentation and records within support and ticketing systems Continuously build professional, technical, and product knowledge to improve issue resolution and customer outcomes Create and maintain weekly or monthly reports as directed by leadership. What You’ll Bring To succeed in this role, you’ll need: Strong customer service and communication skills Excellent analytical and troubleshooting abilities Fluency in English (written and verbal) Strong organizational skills and attention to detail Ability to learn quickly and perform effectively in a fast‑paced environment Strong time‑management skills with the ability to multitask Familiarity with Microsoft operating systems and networking fundamentals Preferred: Experience in a technical support or customer service role, ideally in a SaaS or call‑center environment Exposure to software testing, system integrations, or quality assurance activities Degree in Information Technology, Systems, Engineering, or equivalent practical experience CompTIA certifications (A+, Network+, Security+) What’s in It for You We strive to do more than just match your ambitions — when you join Acre, you’ll have access to a range of exciting opportunities: Be part of a disruptor – Help move security forward with a company that challenges the status quo Learn from industry leaders – Work alongside experts and innovators in security technology Drive meaningful impact – Your work will directly support customers and protect critical infrastructure Advance your career – Access professional development, training, and growth opportunities Enjoy competitive rewards – We offer a competitive compensation package and locally compliant benefits Join the Future of Security At Acre, we’re moving security forward. If you're ready to make an impact in a fast-moving, innovative industry, we’d love to hear from you. Acre is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Data Privacy Statement We process personal data submitted in connection with your application for recruitment purposes in accordance with applicable data protection laws. Applicant data will generally be retained for up to 12 months from the date of last activity unless otherwise required by law or where consent has been provided for future opportunities. For details, please see our Privacy Notice: Acre Security