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 technologiesProvide technical support to customers via phone, ticketing systems, and other support channelsTroubleshoot software, networking, and system‑level issues with a strong focus on customer experienceContinuously test Acre software and integrations to support quality assurance and product reliabilityRespond to incoming customer calls and technical inquiries requiring assistanceParticipate in an after‑hours on‑call rotation to support customers 24/7/365Maintain accurate documentation and records within support and ticketing systemsContinuously build professional, technical, and product knowledge to improve issue resolution and customer outcomesCreate 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 skillsExcellent analytical and troubleshooting abilitiesFluency in English (written and verbal)Strong organizational skills and attention to detailAbility to learn quickly and perform effectively in a fast‑paced environmentStrong time‑management skills with the ability to multitaskFamiliarity with Microsoft operating systems and networking fundamentalsPreferred:Experience in a technical support or customer service role, ideally in a SaaS or call‑center environmentExposure to software testing, system integrations, or quality assurance activitiesDegree in Information Technology, Systems, Engineering, or equivalent practical experienceCompTIA 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 quoLearn from industry leaders – Work alongside experts and innovators in security technologyDrive meaningful impact – Your work will directly support customers and protect critical infrastructureAdvance your career – Access professional development, training, and growth opportunitiesEnjoy competitive rewards – We offer a competitive compensation package and locally compliant benefitsJoin 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.