Senstar is seeking a Technical Support Specialist (Temporary Full-time - 12 (twelve) months) to join our dedicated support team in our Waterloo office. In this role, you will support a wide range of integrated technologies which includes video management systems (VMS), video analytics, access control, and perimeter intrusion detection system which are used by customers in critical applications across more than 100 countries.
You will collaborate with colleagues and customers to troubleshoot and resolve technical issues across diverse environments, from small deployments to large-scale enterprise systems. Support may also involve setting up internal test environments, assisting with installations, and, on some occasions, provide on-site or after-hours support.
This role is well-suited to a motivated professional who enjoys problem-solving, teamwork, and continuous learning in a hybrid work environment.

• Create and manage technical support cases submitted via phone, email, or web portal
• Diagnose, troubleshoot, and resolve technical issues across Senstar’s product portfolio (VMS, video analytics, access control, intrusion detection)
• Accurately document all support interactions and troubleshooting steps in the case management system
• Ensure timely follow-up and resolution of cases within defined Service Level Agreements (SLAs)
• Collaborate with team members to solve complex or cross-functional issues
• Escalate unresolved cases to senior support or development teams with clear documentation
• Reproduce, document, and submit software defects as needed
• Record and relay customer feature requests or product feedback to product teams
• Contribute to internal knowledge base articles and documentation
• Stay current with industry technologies, product updates, and support best practices
• After-hours or on-call support may be required on occasions
• On a rare occasion, on-site customer assistance may also be required