Senior Support Engineer, VTS

• The ideal candidate has a passion for customer support, meticulous attention to detail, and an inherent knack for troubleshooting complex systems
• 3+ years in advanced technical/production support, or similar Tier-2/Tier-3 support role
• Strong track record troubleshooting complex issues involving APIs, services, and integrations
• Ability to read and write JavaScript and provide best-practice guidance
• Web debugging experience: comfortable with browser dev tools, viewing HTML/CSS, and inspecting network calls (requests/responses, headers, payloads)
• Solid understanding of networking fundamentals (HTTP, DNS, TLS basics, connectivity troubleshooting)
• Experience with databases, especially MongoDB (plus some SQL); able to write queries and basic scripts
• Familiarity with logging/observability tools, ideally Datadog or Sentry
• Experience working on a product with integrations and understanding REST APIs and GraphQL concepts
• Familiarity with ticketing and bug triage workflows (e.g., Jira, Zendesk)
• Ability and willingness to work regularly on-site in the NYC office and travel occasionally to customer locations

Desirable

• VTS is looking for an experienced Senior Support Engineer to join our Engineering Production Support Team
• You’ll be on the front lines of our most challenging technical issues, working across the full VTS portfolio
• As a Senior Support Engineer, you will identify, triage, coordinate, and resolve escalated issues spanning software, hardware, and infrastructure
• You’ll dive into logs, analyze code paths, collaborate closely with Product and Engineering, and help shape how we support our customers at scale
• You’ll also work directly with test equipment in our NYC office to simulate, reproduce, and debug real-world customer environments
• If you’re energized by solving difficult technical puzzles, influencing product direction, and elevating how a company supports its customers, we’d love to hear from you
• Own escalated, multi-system issues across web apps, services, and building integrations
• Analyze logs, metrics, and traces (e.g., Datadog) to drive clear, actionable root cause analysis
• Perform code-level and network-level investigation (browser dev tools, network inspector, API calls)
• Create and maintain SOPs, runbooks, and knowledge base articles to create self-serve solutions for others
• Lead occasional training sessions on debugging techniques, tools, and best practices
• Continuously improve support workflows and bug triage processes; represent the customer in roadmap discussions
• Build lightweight scripts and tools (primarily Python/JavaScript, plus MongoDB/SQL scripts) to speed up investigation and resolutions
• Contribute small fixes and enhancements to codebases and provide constructive code review and mentorship to junior team members
• This role offers the potential to move into development positions at VTS for those who excel and demonstrate strong technical growth
• Install, configure, and maintain lab equipment used by support and QA to reproduce customer setups
• Reproduce and debug issues for access control and other building systems; occasionally visit customer sites to troubleshoot directly