Technical Support Specialist at Genetec

📍 Job Overview

Job Title: Technical Support Specialist
Company: Genetec
Location: São Paulo, São Paulo, Brazil
Job Type: Hybrid (On-site & Remote)
Category: Technical Support & Customer Service
Date Posted: June 19, 2025
Experience Level: Mid-Level (2-5 years)
Remote Status: Hybrid (Remote & On-site)

🚀 Role Summary

Provide best-in-class technical assistance to Genetec's customers, resolving product-related issues via phone, online portal, or online chat.
Collaborate with a dynamic team to ensure all reported incidents are resolved in accordance with Genetec's Service Level Agreements (SLAs).
Troubleshoot and analyze customer technical issues, utilizing virtual environments to replicate customer environments and resolve issues.
Fluent in Spanish and Portuguese, with intermediate English skills, both verbal and written.

📝 Enhancement Note: This role requires strong communication skills in multiple languages to effectively assist international customers and collaborate with global teams.

💻 Primary Responsibilities

Handle Incoming Support Channels: Manage incoming calls, online tickets, and chats, ensuring all reported incidents are resolved according to Genetec's SLAs.
Troubleshoot Customer Issues: Understand, analyze, and troubleshoot customer technical issues, varying in complexity, using your technical expertise and virtual environments.
Document Customer Interactions: Maintain accurate records of all customer issues and interactions in Genetec's Customer Relationship Management (CRM) system.
Collaborate with Team Members: Work closely with team members and Software Delivery Specialists to resolve complex issues and improve customer satisfaction.
Escalate Unresolved Issues: When necessary, escalate unresolved issues to the appropriate team or manager for further investigation and resolution.

📝 Enhancement Note: This role requires strong problem-solving skills and the ability to work efficiently under pressure, as you'll be handling multiple customer issues simultaneously.

🎓 Skills & Qualifications

Education: A technical degree (DEC), certification in IT/Electronics, or equivalent business experience is required.

Experience: 2+ years of experience in IT/technical troubleshooting or technical support environments is an asset.

Required Skills:

Fluent in Spanish and Portuguese, with intermediate English skills (verbal and written)
Excellent analytical and troubleshooting skills
Strong networking principles and understanding of TCP, IP, and UDP protocol stack
Proficiency in MS SQL Databases (structure and queries)
Experience working with Microsoft Windows Servers and Windows Sysinternals Utilities
Ability to troubleshoot hardware and use packet sniffing tools (e.g., Wireshark)
Experience working with Active Directory

Preferred Skills:

Experience with IP Video surveillance technology
Comptia A+, Network+, Security+, CCNA, CCNP, or similar technical certifications (MCSE, SQL Server, VMware)
Knowledge of PowerShell, C#, and programming
Familiarity with Unix Kernel and commands
Willingness to work on shift rotation until 8:00 PM and holidays (as required)

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate your technical support and troubleshooting skills through case studies or success stories from previous roles.
Showcase your ability to document customer interactions and maintain accurate records in a CRM system.
Highlight your experience working with virtual environments and replicating customer environments to resolve issues.

Technical Documentation:

Provide examples of well-documented customer issues, including clear problem statements, steps taken to resolve the issue, and final outcomes.
Include any relevant screenshots, error messages, or other technical information that demonstrates your analytical skills and attention to detail.

📝 Enhancement Note: As this role focuses on technical support rather than web development, a traditional web portfolio may not be required. Instead, focus on demonstrating your technical troubleshooting skills and customer service experience.

💵 Compensation & Benefits

Salary Range: The estimated salary range for this role in São Paulo, Brazil, is between R$ 4,000 - R$ 6,000 per month, based on market research and regional adjustments for mid-level technical support positions.

Benefits:

Language classes
Transportation and food allowances
Gym pass
Health and Dental plan
Life Insurance

Working Hours: This hybrid role requires working on shift rotation until 8:00 PM and may include working on holidays as needed. The standard workweek is 40 hours.

📝 Enhancement Note: The salary range provided is an estimate based on market research and may vary depending on the candidate's experience and skills. Genetec offers a competitive benefits package to attract and retain top talent.

🎯 Team & Company Context

🏢 Company Culture

Industry: Genetec is a global technology company that specializes in the development and manufacture of advanced security and surveillance solutions. Their products are used in various industries, including transportation, retail, and critical infrastructure.

Company Size: Genetec is a mid-sized company with a strong focus on innovation and customer satisfaction. This means you'll have the opportunity to work on a variety of projects and collaborate with diverse teams.

Founded: Genetec was founded in 1997 and has since grown into a global leader in security and surveillance technology.

Team Structure:

The Technical Support team is composed of experienced professionals who provide technical assistance to Genetec's customers.
The team works closely with Software Delivery Specialists to resolve complex issues and improve customer satisfaction.
The team follows a collaborative approach, with regular communication and knowledge-sharing to ensure consistent and high-quality customer support.

Development Methodology:

Genetec follows a structured approach to technical support, with clear processes and procedures for handling customer issues.
The team uses a CRM system to track and manage customer interactions, ensuring all reported incidents are resolved in accordance with Genetec's SLAs.
Genetec encourages continuous learning and professional development, with regular training and coaching opportunities to help team members grow and improve their skills.

Company Website: Genetec

📝 Enhancement Note: Genetec's company culture emphasizes collaboration, innovation, and customer focus. This makes it an ideal environment for technical support professionals looking to grow and develop their skills.

📈 Career & Growth Analysis

Technical Support Career Level: This role is a mid-level technical support position, focusing on providing technical assistance to customers and resolving product-related issues. The primary responsibilities include troubleshooting customer issues, documenting interactions, and collaborating with team members to ensure customer satisfaction.

Reporting Structure: The Technical Support Specialist reports directly to the Technical Support Team Lead, who is responsible for guiding and coaching team members to achieve success in their roles.

Technical Impact: In this role, you'll have a direct impact on Genetec's customers by providing timely and effective technical support. Your ability to resolve customer issues efficiently and accurately will contribute to customer satisfaction and retention.

Growth Opportunities:

Technical Growth: As a Technical Support Specialist, you'll have the opportunity to develop your technical skills and gain experience working with a wide range of products and technologies.
Leadership Potential: With experience and strong performance, there may be opportunities to take on a leadership role within the Technical Support team or explore other career paths within Genetec.
Cross-Functional Collaboration: Working closely with Software Delivery Specialists and other teams, you'll gain exposure to different aspects of the business and develop your interpersonal skills.

📝 Enhancement Note: Genetec offers growth opportunities for technical support professionals looking to develop their skills and advance their careers. By excelling in this role, you'll position yourself for success within the organization.

🌐 Work Environment

Office Type: Genetec's office in São Paulo is a modern, collaborative workspace designed to foster innovation and creativity. The office features open-plan workspaces, meeting rooms, and breakout areas for team members to relax and recharge.

Office Location(s): The office is located in the heart of São Paulo, with easy access to public transportation and nearby amenities.

Workspace Context:

Collaborative Workspace: The open-plan office encourages collaboration and communication among team members, fostering a culture of knowledge-sharing and continuous learning.
Technical Infrastructure: The office is equipped with state-of-the-art technology, including high-speed internet, virtual environments, and other tools needed to troubleshoot customer issues effectively.
Flexible Work Arrangement: As a hybrid role, you'll have the opportunity to work both on-site and remotely, allowing for a better work-life balance.

Work Schedule: The standard workweek is 40 hours, with the possibility of working on shift rotation until 8:00 PM and holidays as required. Genetec offers flexible working arrangements to accommodate team members' needs and preferences.

📝 Enhancement Note: Genetec's work environment is designed to support collaboration, innovation, and employee well-being. The flexible work arrangement allows team members to balance their personal and professional lives effectively.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone or video call to assess your communication skills, language proficiency, and technical troubleshooting abilities.
Technical Assessment: A hands-on technical assessment, focusing on your ability to troubleshoot customer issues and use virtual environments to replicate customer environments.
Behavioral Interview: An in-depth discussion of your problem-solving skills, customer service experience, and ability to work in fast-paced environments.
Final Interview: A meeting with the Technical Support Team Lead to discuss your fit within the team and answer any remaining questions.

Portfolio Review Tips:

Highlight your technical support and troubleshooting skills through case studies or success stories from previous roles.
Include any relevant customer feedback or testimonials that demonstrate your ability to provide excellent customer service.
Showcase your experience working with virtual environments and replicating customer environments to resolve issues.

Technical Challenge Preparation:

Familiarize yourself with Genetec's products and services, as well as their competitors, to demonstrate your industry knowledge.
Brush up on your networking principles and troubleshooting skills, focusing on TCP, IP, and UDP protocol stack, MS SQL Databases, and Microsoft Windows Servers.
Practice using packet sniffing tools (e.g., Wireshark) and Active Directory to ensure you're comfortable with these technologies.

ATS Keywords: Networking, Troubleshooting, Technical Support, Customer Service, Virtual Environments, CRM, Active Directory, MS SQL Databases, Microsoft Windows Servers, Packet Sniffing Tools, IP Video Surveillance Technology, PowerShell, C#, Unix Kernel, Analytical Skills, Problem-Solving, Collaboration, Documentation

📝 Enhancement Note: The interview process for this role focuses on assessing your technical troubleshooting skills, communication abilities, and customer service experience. By preparing thoroughly and demonstrating your expertise, you'll increase your chances of success in the interview process.

🛠 Technology Stack & Web Infrastructure

Support Technologies:

CRM: Genetec uses a CRM system to track and manage customer interactions, ensuring all reported incidents are resolved in accordance with their SLAs.
Virtual Environments: The team uses virtual environments to replicate customer environments and troubleshoot issues effectively.
Packet Sniffing Tools: Genetec's Technical Support team uses packet sniffing tools (e.g., Wireshark) to analyze network traffic and diagnose issues.

Preferred Technologies:

Languages: Spanish, Portuguese, English
Operating Systems: Microsoft Windows
Databases: MS SQL Databases
Networking: TCP, IP, UDP protocol stack
Hardware: Familiarity with various hardware components and troubleshooting techniques

📝 Enhancement Note: As this role focuses on technical support rather than web development, the technology stack is centered around customer service and troubleshooting tools. Familiarity with these technologies will be essential for success in this role.

👥 Team Culture & Values

Technical Support Values:

Customer Focus: Genetec prioritizes customer satisfaction and strives to provide best-in-class technical assistance to their customers.
Collaboration: The Technical Support team works closely together to resolve complex issues and improve customer satisfaction.
Continuous Learning: Genetec encourages team members to develop their skills and stay up-to-date with the latest technologies and best practices.
Innovation: The company fosters a culture of innovation, encouraging team members to think creatively and find unique solutions to technical challenges.

Collaboration Style:

Cross-Functional Collaboration: The Technical Support team works closely with Software Delivery Specialists and other teams to resolve complex issues and improve customer satisfaction.
Knowledge Sharing: Team members are encouraged to share their knowledge and expertise with one another, fostering a culture of continuous learning and improvement.
Regular Communication: The team maintains open lines of communication, ensuring everyone is informed and up-to-date on the latest developments and priorities.

📝 Enhancement Note: Genetec's Technical Support team values customer focus, collaboration, continuous learning, and innovation. By embracing these values, you'll contribute to the team's success and help maintain Genetec's reputation for excellence in technical support.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Customer Issues: Troubleshooting complex customer issues that require in-depth analysis and creative problem-solving.
Time-Sensitive Resolutions: Ensuring all reported incidents are resolved in accordance with Genetec's SLAs, often working under tight deadlines.
Ever-Evolving Technology: Staying up-to-date with the latest technologies and best practices in technical support and customer service.

Learning & Development Opportunities:

Technical Training: Genetec offers regular training and coaching opportunities to help team members develop their technical skills and stay current with industry trends.
Conferences & Events: Attend industry conferences and events to network with other technical support professionals and learn from their experiences.
Mentorship & Leadership: Work closely with experienced team members and take on leadership roles as your skills and confidence grow.

📝 Enhancement Note: As a Technical Support Specialist, you'll face a variety of challenges that require strong problem-solving skills, attention to detail, and the ability to work efficiently under pressure. By embracing these challenges and seeking out learning opportunities, you'll position yourself for success in your role and beyond.

💡 Interview Preparation

Technical Questions:

Networking Principles: Demonstrate your understanding of TCP, IP, and UDP protocol stack, as well as your ability to troubleshoot networking issues.
Database Management: Showcase your proficiency in MS SQL Databases, including structure and queries, and your ability to manage and maintain databases effectively.
Hardware Troubleshooting: Explain your approach to troubleshooting hardware issues and provide examples of successful resolutions in previous roles.

Company & Culture Questions:

Customer Focus: Explain how you prioritize customer satisfaction in your technical support approach and provide examples of successful customer interactions.
Collaboration: Describe your experience working in a collaborative team environment and how you contribute to a positive and productive work culture.
Adaptability: Discuss your ability to work in fast-paced environments and adapt to changing priorities and customer needs.

Portfolio Presentation Strategy:

Case Studies: Highlight your technical support and troubleshooting skills through detailed case studies, focusing on the problem, your approach, and the resolution.
Customer Feedback: Include any relevant customer feedback or testimonials that demonstrate your ability to provide excellent customer service.
Technical Deep Dive: Prepare a technical deep dive into a specific customer issue you've resolved, explaining the steps you took to diagnose and resolve the problem.

📝 Enhancement Note: The interview process for this role focuses on assessing your technical troubleshooting skills, communication abilities, and customer service experience. By preparing thoroughly and demonstrating your expertise, you'll increase your chances of success in the interview process.

📌 Application Steps

To apply for this Technical Support Specialist position:

Submit Your Application: Visit the Genetec careers page and follow the instructions to submit your application.
Prepare Your Portfolio: Highlight your technical support and troubleshooting skills through case studies or success stories from previous roles. Include any relevant customer feedback or testimonials that demonstrate your ability to provide excellent customer service.
Research Genetec: Familiarize yourself with Genetec's products and services, as well as their competitors, to demonstrate your industry knowledge. Brush up on your networking principles and troubleshooting skills, focusing on TCP, IP, and UDP protocol stack, MS SQL Databases, and Microsoft Windows Servers. Practice using packet sniffing tools (e.g., Wireshark) and Active Directory to ensure you're comfortable with these technologies.
Prepare for the Interview: Review the interview process and prepare for each stage, focusing on your technical troubleshooting skills, communication abilities, and customer service experience. Prepare case studies, customer feedback, and a technical deep dive to showcase your expertise and demonstrate your fit for the role.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with Genetec before making application decisions.

Technical Support Specialist