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.