Position: Technical Support Engineer Location:Western United States (Remote)
Move Security Forward with Acre Are you passionate about transforming the future of security? Do you thrive in a collaborative, innovative environment where your contributions drive real impact? If so, Acre Security is the place for you. Join us in making the world a safer place — one innovation at a time.
About Acre At Acre, we're not just building security solutions — we’re empowering security professionals to adapt and thrive in a rapidly changing world. Since our inception in 2012, Acre has been at the forefront of innovation in access control, visitor management, and intrusion software. Our solutions are trusted by organizations in over 25 countries, delivering smarter, more adaptable, and easier-to-use security technologies that protect what matters most.
Your Impact We’re looking for a Technical Support Engineer to join our global Support team, supporting customers across the Western US region. This role is critical to ensuring a high‑quality customer experience by providing technical expertise across Acre’s software platforms and partner integrations. You’ll build deep product knowledge while supporting customers through timely, accurate, and professional technical assistance.
What You’ll Do In addition to the above, your key responsibilities will include:
Learn and maintain strong knowledge of Acre’s software products, partner integrations, and supported technologies
Provide technical support to customers via phone, ticketing systems, and other support channels
Troubleshoot software, networking, and system‑level issues with a strong focus on customer experience
Continuously test Acre software and integrations to support quality assurance and product reliability
Respond to incoming customer calls and technical inquiries requiring assistance
Participate in an after‑hours on‑call rotation to support customers 24/7/365
Maintain accurate documentation and records within support and ticketing systems
Continuously build professional, technical, and product knowledge to improve issue resolution and customer outcomes
Create and maintain weekly or monthly reports as directed by leadership.
What You’ll Bring To succeed in this role, you’ll need:
Strong customer service and communication skills
Excellent analytical and troubleshooting abilities
Fluency in English (written and verbal)
Strong organizational skills and attention to detail
Ability to learn quickly and perform effectively in a fast‑paced environment
Strong time‑management skills with the ability to multitask
Familiarity with Microsoft operating systems and networking fundamentals
Preferred:
Experience in a technical support or customer service role, ideally in a SaaS or call‑center environment
Exposure to software testing, system integrations, or quality assurance activities
Degree in Information Technology, Systems, Engineering, or equivalent practical experience
CompTIA certifications (A+, Network+, Security+)
What’s in It for You We strive to do more than just match your ambitions — when you join Acre, you’ll have access to a range of exciting opportunities:
Be part of a disruptor – Help move security forward with a company that challenges the status quo
Learn from industry leaders – Work alongside experts and innovators in security technology
Drive meaningful impact – Your work will directly support customers and protect critical infrastructure
Advance your career – Access professional development, training, and growth opportunities
Enjoy competitive rewards – We offer a competitive compensation package and locally compliant benefits
Join the Future of Security At Acre, we’re moving security forward. If you're ready to make an impact in a fast-moving, innovative industry, we’d love to hear from you.
Acre is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
