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Datawatch Systems

Managed access control and emergency management

Service Technical Support Specialist

Customer SupportUpdated on Nov 10
Full-timeBethesda, MD, USA

About the Job

Requirements

  • Strong technical troubleshooting ability.
  • Ability to diagnose issues remotely using system dashboards, logs, account records, and customer information.
  • Working knowledge of access control, CCTV/video, burglar alarm, fire alarm monitoring, elevator phones, communications, networking, and customer support workflows.
  • Ability to distinguish remote-resolvable issues from issues requiring field service.
  • Ability to communicate with customers, technicians, service coordinators, central station personnel, account managers, and managers.
  • Strong documentation discipline and evidence quality.
  • Ability to prioritize urgent, life-safety, security, and customer-impacting issues.
  • Professional judgment when handling alarm, fire, monitoring, or customer-impacting issues.

Responsibilities

  • Review client-reported issues and diagnostic monitoring alerts to determine the affected system, device, site, account, or service.
  • Perform remote triage before dispatch where practical, including system status review, communication checks, event history review, device status review, programming review, credential/user review, signal history review, and customer verification.
  • Determine whether an issue can be resolved remotely, requires customer action, requires further investigation, or must be converted into a service request created by Technical Support.
  • Document triage steps, findings, test results, and disposition decisions in the incident or ticket record.
  • Resolve eligible issues remotely, including programming corrections, account updates, user/credential corrections, device communication review, approved system resets, software/service checks, alarm signal review, and configuration adjustments.
  • Confirm resolution through system evidence, customer confirmation, event logs, signal tests, diagnostic recovery, or monitoring confirmation.
  • Close incidents only when required evidence and customer communication are complete.
  • Identify recurring or systemic issues that may require corrective action or engineering review.
  • Provide technical guidance to field technicians before or during service calls.
  • Review prior incident notes, equipment history, system configuration, communication paths, customer account data, and troubleshooting recommendations.
  • Assist technicians with testing, configuration, signal verification, video/access review, monitoring setup, communicator troubleshooting, DoorKing telephone-line troubleshooting, and escalation decisions.
  • Receive tickets back from technicians when remote account changes, monitoring platform updates, programming changes, or additional technical review is required.
  • Support troubleshooting of monitoring account issues, signal testing, fire/burglar alarm communication paths, cellular/IP path failures, elevator phone monitoring issues, and central station account configuration concerns.
  • Coordinate with central station monitoring when signal receipt, dispatch instructions, account status, test mode, emergency contacts, or monitoring activation must be reviewed.
  • Support controlled handling of fire monitoring communication path failures and temporary path-status changes where authorized by policy and procedure.
  • Document communication-path findings, test results, and corrective action.
  • Determine when an incident should be converted into a service request based on remote triage outcome, field access need, equipment failure, wiring/power/network issue, life-safety concern, customer impact, or repeated failure, and create the service request with sufficient technical scope and evidence for dispatch.
  • Escalate unresolved, recurring, high-risk, life-safety, monitoring, compliance, or customer-impacting issues to the proper manager or department.
  • Open or recommend corrective action when repeat failures, process gaps, documentation weaknesses, or system-level issues are identified.
  • Support billing review by documenting whether an issue appears related to customer infrastructure, carrier/phone/internet service, vandalism, act of nature, customer damage, third-party damage, company-provided headend equipment, or normal covered failure.

Desired Qualifications

  • Technical support experience in access control, CCTV, alarm systems, managed security services, central station monitoring, low-voltage systems, or field service.
  • Experience supporting field technicians.
  • Experience with alarm signal testing, access-control panels, video systems, network communication, cellular/IP communicators, telephone-entry systems, and customer accounts.
  • Experience with service management platforms and diagnostic monitoring.

About the Company

Datawatch Systems

Managed access control and emergency management

Datawatch Systems provides managed access control security solutions and services. It protects buildings, employees, residents, and visitors by remotely monitoring about 200,000 doors and managing nearly 3,000,000 credentials. Its offerings combine customized access control with emergency management, delivered 24x7x365 to give clients peace of mind. The company differentiates itself through its long experience (since 1981), large-scale monitoring capabilities, and integrated solutions tailored for building owners, property managers, and tenants. The goal is to prevent unauthorized access and incidents by providing reliable, continuous monitoring and control over entry points and safety systems.

Company size
51-200
Company stage
Not listed
Total funding
Not listed
Headquarters
Bethesda, MD
Founded
Not listed

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