Technical Support Representative

Description

At 3Si, our mission is to make your world, safer. As a global leader in innovative security technology, we help businesses and law enforcement prevent and respond to crime through field-proven solutions and trusted partnerships. With over 100+ years of combined experience through our merged companies, our expertise drives measurable impact in communities worldwide.

We specialize in GPS tracking, video surveillance, and integrated response technologies that deter theft and accelerate criminal apprehension. Designed for retail, financial institutions, law enforcement, and more, our solutions combine cutting-edge tools with unmatched response capabilities. Through our exclusive DirectToDispatch technology, verified crime alerts are sent directly to law enforcement dispatch centers in real time—bypassing traditional third-party monitoring delays—to enable rapid, precise response when it matters most.

At 3Si, meaningful work makes a difference. We’re a purpose-driven team that values innovation, trust, and collaboration. From engineering to sales and support, every role contributes to our mission to protect communities and make the world safer. We offer a hybrid, flexible work culture, competitive benefits, and the chance to grow alongside a team of passionate, dedicated professionals.

Join us—and be part of something that matters. The Technical Support Representative is responsible for providing advanced technical support for web, GPS, and mobile app-based hardware and software solutions. In this role, the ideal candidate will have an eagerness to learn and support, an ability to develop processes and procedures, and the drive, experience, and professionalism to work daily with customers, colleagues, and business partners.

Requirements

• Tier 1 and 2 product support, including advanced troubleshooting of devices and systems.
• Professionally fielding calls, chats, tickets and emails from customers, business partners and internal teams.
• Support and testing of tracking devices, applications, and web portal(s) to identify problems and opportunities for improvement.
• Product and feature testing and reporting to ensure quality prior and post-launch.
• Subject matter expert on 3SI’s product offerings and solutions.
• Accountable for assigned areas of responsibility to include specific product expertise and internal/external training.
• Product training via video platforms for internal and external customers.
• Administrative functions related to product / technical support.
• Maintain shared resources by managing up-to-date product and process documentation.
• Perform all other duties and tasks as assigned by the supervisor.
  
  

Knowledge, Skills, And Abilities

• Ability to troubleshoot hardware and software while multitasking in a highly technical environment.
• A fast learner with proven ability to effectively learn proprietary technologies and systems
• Excellent teamwork, writing, and presentation skills
• Creative problem solver, results oriented, strong time management skills.
• Professional interpersonal communication skills are a must.
• Proficient with Microsoft Office Suite/Office 365 and experience with ticketing systems.
  
  

Qualifications

• Bachelor’s degree in computer science or related field. (or comparable experience).
• 1+ years of professional experience in a relevant customer facing technical support role
• 3+ years of experience working in a customer support role
  
  

Additional Comments

• This is a hybrid role, with the office based out of Malvern, PA with an average of 1 day per week in-office.
• The standard work week is Monday-Friday, with rotating Saturdays.
• Additional in-office days may be needed during initial training.