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Technical Support Tier II – Security & Community Ops

Frontsteps · Denver, CO, 80203 · Remote · Active · JazzHR / ApplyToJob

Job facts

FieldValue
CompanyFrontsteps
TitleTechnical Support Tier II – Security & Community Ops
Normalized title-
Department / team-
LocationDenver, CO, United States
Work modelRemote / Remote
Employment typeFull Time
SalaryUSD
Statusactive
ATS providerJazzHR / ApplyToJob
Posted / first seen2026-05-29 / 2026-05-30
Changed / last seen2026-05-30 / 2026-06-06

Related slices

PageWhat it containsOpen
Company jobsActive postings from Frontsteps.Open
Company breakdownsRole, location, ATS, and work model facets for this company.Open
ATS provider jobsActive postings observed through JazzHR / ApplyToJob.Open
Provider filtered searchThe same provider as a filtered job collection.Open
City jobsActive postings in Denver.Open
Work model jobsActive Remote postings.Open
Lifecycle eventsOpen, update, close, and reopen events for this posting.Open
Original postingCanonical source or apply URL captured from the ATS.Open

Linked records

CompanyFrontsteps
Source8df32993-7fc0-4054-8112-eb7773fee669
ATS providerJazzHR / ApplyToJob

Description

POSITION OVERVIEW This is an entry-level Tier 2 technical support role focused on front-line customer support for FRONTSTEPS community management and security products. You will be the first point of contact for customers experiencing issues with our software platform and connected security hardware - including access controllers, license plate recognition (LPR) cameras, and gate entry systems. The ideal candidate brings a genuine curiosity for how software and hardware intersect, strong troubleshooting instincts, and the ability to gather the right information quickly so that every issue is resolved at the right level without unnecessary escalation. This role is a foundation for growth into deeper technical support, customer success, or solution delivery.   ESSENTIAL FUNCTIONS Provide front-line Tier 2 support for FRONTSTEPS Community Operations products and related security hardware via phone, email, and chat. At the start of each support interaction, gather and document customer hardware specifications (device models, OS version, network configuration) to accurately assess the issue before troubleshooting begins. Assist customers with basic-to-intermediate troubleshooting of Windows-based software and connected hardware, including access controllers, RFID readers, LPR cameras, and gate control systems. Guide customers through remote setup and configuration steps for hardware, including camera connectivity, access controller setup, and basic network troubleshooting (ports, IP addressing, device communication). Evaluate whether reported issues match supported hardware specifications and configurations; communicate clearly when a setup falls outside supported parameters and explain why that matters. Document all customer interactions and issues thoroughly in the CRM/ticketing system, including hardware specs, steps taken, and outcomes. Escalate complex or priority issues to Tier 3 or Supervisory support with complete context, minimizing the need for customers to repeat themselves. Follow up with customers to confirm resolution or provide scheduled callbacks as needed. Stay current on FRONTSTEPS product updates, supported hardware lists, and known issues to build a strong knowledge base over time. Contribute to knowledge base documentation by flagging gaps and recurring issues. Maintain a high standard of professionalism, clarity, and customer empathy in all communications. Other duties as assigned.   SKILLS & QUALIFICATIONS Required 1-2 years of experience in technical customer support, helpdesk, or a related role. Demonstrated ability to troubleshoot Windows-based systems and diagnose hardware issues, ideally including network-connected devices. Familiarity with basic networking concepts: IP addressing, port configuration, firewall settings, and device connectivity. Ability to gather and interpret hardware specifications to assess compatibility and troubleshoot effectively. Clear written and verbal communication skills, including the ability to explain technical issues to non-technical customers. Experience documenting and managing cases in a CRM or ticketing system. Strong attention to detail, follow-through, and ability to manage multiple open cases simultaneously. Comfortable working in a fast-paced, evolving support environment with shifting priorities. Preferred CompTIA A+, CompTIA Network+, or equivalent certification (strongly preferred; a meaningful signal for this role). Hands-on helpdesk or field technician experience, particularly with hardware installation, configuration, or swap procedures. Exposure to access control systems, IP cameras, or physical security technology. Experience supporting SaaS products in a B2B environment. Familiarity with remote access and diagnostic tools (e.g., remote desktop, screen capture utilities). PAY RANGE & DESCRIPTION This position will be based full-time out of our FRONTSTEPS' Denver, CO headquarters and pays $26.45 - $33.66 per hour (the equivalent of $55,000 - $70,000 per year). Benefits for Full Time roles include the following: · Medical, Dental, and Vision · Company-sponsored Life Insurance · Voluntary Short-Term Disability, Long-Term Disability, and Life Insurance · FSA/HSA · Paid Time Off · Sick Time · Paid covered employee parking · 401k match FRONTSTEPS is proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, protected veteran status, or disability status.

Full job record

Job ID10cd2a73c7792bf212b922aa20bacd42ff5090ac
Org ID871cbcc6-a453-4a53-809d-4e3f8215341e
Source ID8df32993-7fc0-4054-8112-eb7773fee669
Board ID8df32993-7fc0-4054-8112-eb7773fee669
Providerjazzhr
Provider Job KeyqOv7eocKUz
TitleTechnical Support Tier II – Security & Community Ops
Normalized Title—
Statusactive
Activeyes
Location TextDenver, CO, 80203
Department—
Team—
Employment Typefull_time
Workplace Typeremote
Remote Policyremote
CountryUnited States
RegionCO
CityDenver
Salary RawUSD
Salary Min—
Salary Max—
Salary Currency—
Salary Period—
Source URLhttps://fronsteps.com/apply/qOv7eocKUz/Technical-Support-Tier-II-Security-Community-Ops
Apply URLhttps://fronsteps.com/apply/qOv7eocKUz/Technical-Support-Tier-II-Security-Community-Ops
First Seen At2026-05-30 05:58:55Z
Last Seen At2026-06-06 10:46:24Z
Last Checked At2026-06-06 10:46:24Z
Last Changed At2026-05-30 05:58:55Z
Inactive At—
Source Posted At2026-05-29 00:00:00Z
Source Updated At—
Raw Payload Uris3://job-postings-prod-raw-590183727216/raw/provider=jazzhr/board=frontsteps/date=2026-06-06/2026-06-06T10-46-24-477Z-d8ba5ad5968958684ae216b05164ec87c83d07e71bffb88e4b642ed15dd6f21c.json
Event Fields
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Extensions
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Native Structured
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    "url": "https://frontsteps.applytojob.com/apply/jobs/details/qOv7eocKUz?&",
    "heading": "Technical Support Tier II – Security & Community Ops",
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    "description_html": "<div style=\"border-bottom:solid #cccccc 1pt;padding:0in 0in 4pt 0in;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><b><span style=\"color:#1b2a47;\">POSITION OVERVIEW</span></b></span></span></div><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">This is an entry-level Tier 2 technical support role focused on front-line customer support for FRONTSTEPS community management and security products. You will be the first point of contact for customers experiencing issues with our software platform and connected security hardware - including access controllers, license plate recognition (LPR) cameras, and gate entry systems. The ideal candidate brings a genuine curiosity for how software and hardware intersect, strong troubleshooting instincts, and the ability to gather the right information quickly so that every issue is resolved at the right level without unnecessary escalation. This role is a foundation for growth into deeper technical support, customer success, or solution delivery.</span></span><br> <div style=\"border-bottom:solid #cccccc 1pt;padding:0in 0in 4pt 0in;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><b><span style=\"color:#1b2a47;\">ESSENTIAL FUNCTIONS</span></b></span></span></div><ul style=\"margin-top:3px;margin-bottom:3px;\"><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Provide front-line Tier 2 support for FRONTSTEPS Community Operations products and related security hardware via phone, email, and chat.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">At the start of each support interaction, gather and document customer hardware specifications (device models, OS version, network configuration) to accurately assess the issue before troubleshooting begins.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Assist customers with basic-to-intermediate troubleshooting of Windows-based software and connected hardware, including access controllers, RFID readers, LPR cameras, and gate control systems.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Guide customers through remote setup and configuration steps for hardware, including camera connectivity, access controller setup, and basic network troubleshooting (ports, IP addressing, device communication).</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Evaluate whether reported issues match supported hardware specifications and configurations; communicate clearly when a setup falls outside supported parameters and explain why that matters.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Document all customer interactions and issues thoroughly in the CRM/ticketing system, including hardware specs, steps taken, and outcomes.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Escalate complex or priority issues to Tier 3 or Supervisory support with complete context, minimizing the need for customers to repeat themselves.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Follow up with customers to confirm resolution or provide scheduled callbacks as needed.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Stay current on FRONTSTEPS product updates, supported hardware lists, and known issues to build a strong knowledge base over time.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Contribute to knowledge base documentation by flagging gaps and recurring issues.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Maintain a high standard of professionalism, clarity, and customer empathy in all communications.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Other duties as assigned.</span></span></li></ul> <div style=\"border-bottom:solid #cccccc 1pt;padding:0in 0in 4pt 0in;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><b><span style=\"color:#1b2a47;\">SKILLS & QUALIFICATIONS</span></b></span></span></div><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><b>Required</b></span></span><ul style=\"margin-top:3px;margin-bottom:3px;\"><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">1-2 years of experience in technical customer support, helpdesk, or a related role.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Demonstrated ability to troubleshoot Windows-based systems and diagnose hardware issues, ideally including network-connected devices.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Familiarity with basic networking concepts: IP addressing, port configuration, firewall settings, and device connectivity.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Ability to gather and interpret hardware specifications to assess compatibility and troubleshoot effectively.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Clear written and verbal communication skills, including the ability to explain technical issues to non-technical customers.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Experience documenting and managing cases in a CRM or ticketing system.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Strong attention to detail, follow-through, and ability to manage multiple open cases simultaneously.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Comfortable working in a fast-paced, evolving support environment with shifting priorities.</span></span></li></ul><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><b>Preferred</b></span></span><ul style=\"margin-top:3px;margin-bottom:3px;\"><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">CompTIA A+, CompTIA Network+, or equivalent certification (strongly preferred; a meaningful signal for this role).</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Hands-on helpdesk or field technician experience, particularly with hardware installation, configuration, or swap procedures.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Exposure to access control systems, IP cameras, or physical security technology.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Experience supporting SaaS products in a B2B environment.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Familiarity with remote access and diagnostic tools (e.g., remote desktop, screen capture utilities).</span></span></li></ul><br><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Aptos, sans-serif;\"><b><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">PAY RANGE & DESCRIPTION</span></span></b><br><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">This position will be based full-time out of our FRONTSTEPS' Denver, CO headquarters and </span></span><span style=\"font-family:Arial, sans-serif;\">pays $26.45 - $33.66 per hour (the equivalent of $55,000 - $70,000 per year).</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span><p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\"><strong>Benefits for Full Time roles include the following:</strong></span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· Medical, Dental, and Vision</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· Company-sponsored Life Insurance</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· Voluntary Short-Term Disability, Long-Term Disability, and Life Insurance</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· FSA/HSA</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· Paid Time Off</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· Sick Time</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· Paid covered employee parking</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· 401k match</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">FRONTSTEPS is proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, protected veteran status, or disability status.</span></span></p>",
    "description_text": "POSITION OVERVIEW\n This is an entry-level Tier 2 technical support role focused on front-line customer support for FRONTSTEPS community management and security products. You will be the first point of contact for customers experiencing issues with our software platform and connected security hardware - including access controllers, license plate recognition (LPR) cameras, and gate entry systems. The ideal candidate brings a genuine curiosity for how software and hardware intersect, strong troubleshooting instincts, and the ability to gather the right information quickly so that every issue is resolved at the right level without unnecessary escalation. This role is a foundation for growth into deeper technical support, customer success, or solution delivery.\n  ESSENTIAL FUNCTIONS\n Provide front-line Tier 2 support for FRONTSTEPS Community Operations products and related security hardware via phone, email, and chat.\n At the start of each support interaction, gather and document customer hardware specifications (device models, OS version, network configuration) to accurately assess the issue before troubleshooting begins.\n Assist customers with basic-to-intermediate troubleshooting of Windows-based software and connected hardware, including access controllers, RFID readers, LPR cameras, and gate control systems.\n Guide customers through remote setup and configuration steps for hardware, including camera connectivity, access controller setup, and basic network troubleshooting (ports, IP addressing, device communication).\n Evaluate whether reported issues match supported hardware specifications and configurations; communicate clearly when a setup falls outside supported parameters and explain why that matters.\n Document all customer interactions and issues thoroughly in the CRM/ticketing system, including hardware specs, steps taken, and outcomes.\n Escalate complex or priority issues to Tier 3 or Supervisory support with complete context, minimizing the need for customers to repeat themselves.\n Follow up with customers to confirm resolution or provide scheduled callbacks as needed.\n Stay current on FRONTSTEPS product updates, supported hardware lists, and known issues to build a strong knowledge base over time.\n Contribute to knowledge base documentation by flagging gaps and recurring issues.\n Maintain a high standard of professionalism, clarity, and customer empathy in all communications.\n Other duties as assigned.\n   SKILLS & QUALIFICATIONS\n Required 1-2 years of experience in technical customer support, helpdesk, or a related role.\n Demonstrated ability to troubleshoot Windows-based systems and diagnose hardware issues, ideally including network-connected devices.\n Familiarity with basic networking concepts: IP addressing, port configuration, firewall settings, and device connectivity.\n Ability to gather and interpret hardware specifications to assess compatibility and troubleshoot effectively.\n Clear written and verbal communication skills, including the ability to explain technical issues to non-technical customers.\n Experience documenting and managing cases in a CRM or ticketing system.\n Strong attention to detail, follow-through, and ability to manage multiple open cases simultaneously.\n Comfortable working in a fast-paced, evolving support environment with shifting priorities.\n Preferred CompTIA A+, CompTIA Network+, or equivalent certification (strongly preferred; a meaningful signal for this role).\n Hands-on helpdesk or field technician experience, particularly with hardware installation, configuration, or swap procedures.\n Exposure to access control systems, IP cameras, or physical security technology.\n Experience supporting SaaS products in a B2B environment.\n Familiarity with remote access and diagnostic tools (e.g., remote desktop, screen capture utilities).\n PAY RANGE & DESCRIPTION\n This position will be based full-time out of our FRONTSTEPS' Denver, CO headquarters and pays $26.45 - $33.66 per hour (the equivalent of $55,000 - $70,000 per year). Benefits for Full Time roles include the following:\n · Medical, Dental, and Vision\n · Company-sponsored Life Insurance\n · Voluntary Short-Term Disability, Long-Term Disability, and Life Insurance\n · FSA/HSA\n · Paid Time Off\n · Sick Time\n · Paid covered employee parking\n · 401k match\n FRONTSTEPS is proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, protected veteran status, or disability status.",
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      "description": "<div style=\"border-bottom:solid #cccccc 1pt;padding:0in 0in 4pt 0in;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><b><span style=\"color:#1b2a47;\">POSITION OVERVIEW</span></b></span></span></div><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">This is an entry-level Tier 2 technical support role focused on front-line customer support for FRONTSTEPS community management and security products. You will be the first point of contact for customers experiencing issues with our software platform and connected security hardware - including access controllers, license plate recognition (LPR) cameras, and gate entry systems. The ideal candidate brings a genuine curiosity for how software and hardware intersect, strong troubleshooting instincts, and the ability to gather the right information quickly so that every issue is resolved at the right level without unnecessary escalation. This role is a foundation for growth into deeper technical support, customer success, or solution delivery.</span></span><br> <div style=\"border-bottom:solid #cccccc 1pt;padding:0in 0in 4pt 0in;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><b><span style=\"color:#1b2a47;\">ESSENTIAL FUNCTIONS</span></b></span></span></div><ul style=\"margin-top:3px;margin-bottom:3px;\"><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Provide front-line Tier 2 support for FRONTSTEPS Community Operations products and related security hardware via phone, email, and chat.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">At the start of each support interaction, gather and document customer hardware specifications (device models, OS version, network configuration) to accurately assess the issue before troubleshooting begins.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Assist customers with basic-to-intermediate troubleshooting of Windows-based software and connected hardware, including access controllers, RFID readers, LPR cameras, and gate control systems.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Guide customers through remote setup and configuration steps for hardware, including camera connectivity, access controller setup, and basic network troubleshooting (ports, IP addressing, device communication).</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Evaluate whether reported issues match supported hardware specifications and configurations; communicate clearly when a setup falls outside supported parameters and explain why that matters.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Document all customer interactions and issues thoroughly in the CRM/ticketing system, including hardware specs, steps taken, and outcomes.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Escalate complex or priority issues to Tier 3 or Supervisory support with complete context, minimizing the need for customers to repeat themselves.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Follow up with customers to confirm resolution or provide scheduled callbacks as needed.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Stay current on FRONTSTEPS product updates, supported hardware lists, and known issues to build a strong knowledge base over time.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Contribute to knowledge base documentation by flagging gaps and recurring issues.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Maintain a high standard of professionalism, clarity, and customer empathy in all communications.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Other duties as assigned.</span></span></li></ul> <div style=\"border-bottom:solid #cccccc 1pt;padding:0in 0in 4pt 0in;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><b><span style=\"color:#1b2a47;\">SKILLS & QUALIFICATIONS</span></b></span></span></div><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><b>Required</b></span></span><ul style=\"margin-top:3px;margin-bottom:3px;\"><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">1-2 years of experience in technical customer support, helpdesk, or a related role.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Demonstrated ability to troubleshoot Windows-based systems and diagnose hardware issues, ideally including network-connected devices.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Familiarity with basic networking concepts: IP addressing, port configuration, firewall settings, and device connectivity.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Ability to gather and interpret hardware specifications to assess compatibility and troubleshoot effectively.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Clear written and verbal communication skills, including the ability to explain technical issues to non-technical customers.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Experience documenting and managing cases in a CRM or ticketing system.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Strong attention to detail, follow-through, and ability to manage multiple open cases simultaneously.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Comfortable working in a fast-paced, evolving support environment with shifting priorities.</span></span></li></ul><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><b>Preferred</b></span></span><ul style=\"margin-top:3px;margin-bottom:3px;\"><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">CompTIA A+, CompTIA Network+, or equivalent certification (strongly preferred; a meaningful signal for this role).</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Hands-on helpdesk or field technician experience, particularly with hardware installation, configuration, or swap procedures.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Exposure to access control systems, IP cameras, or physical security technology.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Experience supporting SaaS products in a B2B environment.</span></span></li><li style=\"margin-top:3px;margin-bottom:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\">Familiarity with remote access and diagnostic tools (e.g., remote desktop, screen capture utilities).</span></span></li></ul><br><span style=\"font-size:11pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Aptos, sans-serif;\"><b><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">PAY RANGE & DESCRIPTION</span></span></b><br><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">This position will be based full-time out of our FRONTSTEPS' Denver, CO headquarters and </span></span><span style=\"font-family:Arial, sans-serif;\">pays $26.45 - $33.66 per hour (the equivalent of $55,000 - $70,000 per year).</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span><p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\"><strong>Benefits for Full Time roles include the following:</strong></span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· Medical, Dental, and Vision</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· Company-sponsored Life Insurance</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· Voluntary Short-Term Disability, Long-Term Disability, and Life Insurance</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· FSA/HSA</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· Paid Time Off</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· Sick Time</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· Paid covered employee parking</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">· 401k match</span></span></p>\n\n<p><span style=\\\"font-size:12px\\\"><span style=\\\"font-family:Arial,Helvetica,sans-serif\\\">FRONTSTEPS is proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, protected veteran status, or disability status.</span></span></p>",
      "jobLocation": {
        "@type": "Place",
        "address": {
          "@type": "PostalAddress",
          "postalCode": "80203",
          "addressRegion": "CO",
          "addressLocality": "Denver"
        }
      },
      "validThrough": "2026-08-27",
      "uniqueJobCode": "job_20260529220026_A73NXXOAYBF2MIFI",
      "employmentType": "FULL_TIME",
      "hiringOrganization": {
        "name": "FRONTSTEPS",
        "@type": "Organization",
        "sameAs": "https://frontsteps.com/"
      },
      "experienceRequirements": "Experienced"
    }
  },
  "list_job": {
    "id": "qOv7eocKUz",
    "title": "Technical Support Tier II – Security & Community Ops",
    "detailUrl": "https://frontsteps.applytojob.com/apply/jobs/details/qOv7eocKUz?&"
  },
  "detail_errors": []
}
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