SIG Support Specialist

DescriptionThe SIG Support Specialist provides second-line technical support for security devices across thousands of Amazon sites worldwide. This role is responsible for live programming of security systems and advanced troubleshooting.The position requires deep technical knowledge of access control, camera, and alarm systems. Specialists are expected to work autonomously on complex issues, support new site builds end-to-end, and collaborate across AMER, EMEA, and APAC regions on a 24/7 basis. This role directly impacts the physical security posture of Amazon’s global operations.Location: This is an in-office-based role (Tempe, AZ).Employment Status: Full time, permanent contract. 40 hours PW. Early and afternoon shift pattern, includes weekend work.Salary and benefits: Starting salary ranging from $65k-$85k. 401K, dental, vision and health.Key ResponsibilitiesSpecialists perform basic duties (ticketing, queue management, basic troubleshooting, and device triage) in addition to the following advanced technical areas:Reader ProgrammingConfigure Lenel card reader settings including AUX I/O, light trees, and zone creationProgram reader modes, schedules, and access behaviours for new and existing installationsTroubleshoot reader communication failures and perform remote diagnosticsMonitoring ZonesCreate, modify, and manage Lenel Monitoring Zones to support regional alarm monitoring requirementsConfigure zone-specific alarm routing and notification parametersAssist all customers requiring monitoring zone adjustments, including setup and configuration changesAccess Level ProgrammingProgram and manage Lenel access levels, including RightCrowd and TRAKA integrationsConfigure site map navigation within the access control systemCreate and modify access level structures for new sites and building expansionsReportingGenerate TNT, SOT, and Lenel reports to support operational metrics and investigationsRun reports for internal teams and customers as requestedCamera & MNVR ProgrammingManage full camera lifecycle including provisioning, configuration, and decommissioningProgram MNVR nodes, stacks, and Milestone VMS configurationsTroubleshoot advanced camera connectivity issues including network and DHCP-related faultsSupport camera system integrations for new site buildsISC / Alarm Panel ProgrammingProgram ISC panels including Private Links and DHCP reservationsConfigure SecuMod alarm definitions and custom alarm parametersPerform advanced panel recovery procedures beyond basic Tier 1 troubleshootingManage panel firmware and configuration updates as directedCustom Alarm DefinitionsCreate and manage custom alarm definitions within SecuModConfigure alarm routing, escalation paths, and notification logicTest and validate alarm configurations to ensure correct system behaviourLockdown ProgrammingProgram lockdown sequences and timezone linkages for site-wide emergency proceduresConfigure and test lockdown activation and release mechanismsPerform advanced diagnostics on lockdown system failuresAdvanced TroubleshootingPerform advanced diagnostics on security systems including network-level fault isolationInvestigate complex multi-device failures and identify root causeDevelop and document troubleshooting procedures for recurring issuesAct as escalation point for Tier 1 Specialists on complex technical issuesNew Site BuildsSupport end-to-end new site build processes from initial configuration to go-liveProgram all security systems (access control, cameras, alarms, lockdowns) for new sitesConduct site build competency assessments and system validation testingCollaborate with SecTech Design & Construction on build project timelines and requirementsMinimum Qualifications Proficiency with Microsoft Office tools including Outlook, Word, and ExcelAbility to speak, read, and write English with a high degree of proficiencyMinimum of high school or equivalent educationCustomer service experienceFree access to the labour marketPreferred QualificationsPrior customer service experience in a technical role (i.e., IT).Degree in a technical or IT disciplineFunctional understanding of networking, networking protocols, and the ability to apply that knowledge to troubleshoot issuesProfessional Certifications, i.e. Lenel System Administrator certification, Windows Administrator, CISCO Networking CertificationsPhysical Requirements• Prolonged periods sitting at a desk and working on a computer (keyboarding)• Ability to lift up to 15 pounds at times (reaching at or below shoulder level)• Hear, understand and distinguish speech in person, by telephone or other remote means• Clarity of vision with near visual acuity allowing reading and use of computersThe Company is an equal opportunity employer, drug-free workplace, and complies with ADA regulations as applicable.All applicants are considered for all positions without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical/mental disability, medical condition, military/veteran status, genetic information, marital status, ethnicity, alienage or any other protected classification, in accordance with applicable federal, state, and local laws. By completing this application, you are seeking to join a team of hardworking professionals dedicated to consistently delivering outstanding service to our customers and contributing to the financial success of the organization, its clients, and its employees. Equal access to programs, services, and employment is available to all qualified persons. Those applicants requiring accommodation to complete the application and/or interview process should contact a management representative.