Hybrid Technical Support & Implementation Specialist

Are you passionate about technical innovation and problem-solving? Do you thrive in an environment that values collaboration and expertise? If so, acre security is the place for you! Join us in making the world a safer place, one innovation at a time.

Position: Hybrid Technical Support & Implementation Specialist
Location: Hybrid (Remote & On-Site)
 A Bit About Us:
At acre, we're not just creating security solutions—we’re crafting peace of mind. Since our inception in 2012, we've been at the forefront of innovation in access control, visitor management, and intrusion software. Our mission is to provide top-notch security solutions globally, and we’re looking for the best talent to help us achieve it.Role Summary:
We are looking for a Hybrid Technical Support & Implementation Specialist to join our dynamic Software Delivery team. In this role, you will:

• Act as a technical expert for our visitor management system, ensuring seamless deployment, operation, and support across various environments.
• Provide Tier 2/3 technical support, assist in system implementation, manage AWS infrastructure, and handle third-party integrations.
• Play a critical role in hardware setup, troubleshooting, and technical documentation to ensure smooth product deployment.

What You’ll Do:
In addition to the above, your key responsibilities will include:Technical Support & Product Expertise

• Serve as a product expert, offering in-depth technical knowledge and troubleshooting support to the projects team.
• Provide Tier 2/3 technical support, addressing escalated customer issues and collaborating with development teams.
• Develop and maintain a technical knowledge database, including troubleshooting guides, FAQs, and best practices.
• Conduct training sessions and create documentation for internal teams and clients.

Project System Implementation & Deployment

• Lead or support the implementation of new visitor management systems, ensuring smooth deployment and configuration.
• Work closely with clients and stakeholders to gather requirements and tailor solutions accordingly.
• Develop and maintain implementation roadmaps and technical documentation for deployments.

Kiosk Hardware Setup & Maintenance

• Oversee the installation and setup of visitor management kiosks in various locations.
• Configure and troubleshoot hardware components, including kiosks and printers.
• Perform diagnostics and preventive maintenance to ensure optimal hardware/software performance.

AWS Console Management & Cloud Infrastructure

• Manage and monitor AWS cloud services supporting the visitor management product.
• Handle user access, security configurations, and performance optimizations within AWS.
• Collaborate with the DevOps team to deploy system updates and infrastructure improvements.

Third-Party Software Integration

• Lead and support third-party applications and API integrations with our visitor management system.
• Troubleshoot integration-related issues and ensure compatibility.
• Work with software development teams to expand integration capabilities.

What You'll Need to be Successful:

Technical Skills

• Proven experience in technical support, system implementation, and software deployment.
• Familiarity with AWS Console management.
• Strong understanding of hardware setup and troubleshooting (kiosks, printers, peripherals).
• Experience with APIs and third-party software integration.
• Proficiency in Database Management Systems (DBMS) & SQL.
• Basic knowledge of networking, firewalls, VPNs, and cloud security best practices.
• Ability to create and maintain technical documentation.

Soft Skills

• Strong problem-solving and analytical skills to diagnose and resolve technical issues.
• Excellent communication and customer service skills—able to explain technical concepts to non-technical users.
• Ability to work independently and collaboratively within a team environment.
• Project management skills with the ability to handle multiple implementations simultaneously.
• Strong attention to detail and documentation skills.

Preferred Qualifications:

• AWS Certified (AWS Certified Cloud Practitioner or Solutions Architect).
• Oracle Database SQL Certified Associate.
• Experience with ITSM tools (JIRA, SFDC, etc.).
• Familiarity with visitor management systems or SaaS-based platforms.
• Basic scripting knowledge.

What You’ll Get From Us:
We strive to do more than just match your ambitions. Whatever role you’re looking for, you’ll have access to a range of exciting opportunities when you join acre:

• Break the mould--Contribute to ground-breaking solutions that redefine our industry. Join a team of disruptors who push boundaries and challenge the status quo.
• Collaborate with the best--Work alongside a diverse and talented group of industry experts, engineers, and visionaries. Together, we’ll inspire you to new heights.
• Make an impact--Help us create a safer world for everyone. Contribute to pioneering security initiatives and technologies that make a real difference to the people we serve.
• Grow and evolve--Access a range of learning opportunities. From training programs and mentorship initiatives to industry conferences, you’ll have everything you need to advance your career.
• Join a supportive community--Thrive in a supportive and inclusive culture that encourages collaboration, champions initiative, embraces new perspectives, and gives everyone a voice.
• Get recognised for your work--We offer competitive compensation packages, performance-based incentives, and a range of benefits that reward you for your dedication.

Joining acre isn't just a job; it's an invitation to a dynamic, forward-thinking community. Come join us if you're ready for a company that values innovation, customer-centricity, resilience, and unity – a place where your skills meet limitless possibilities.