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Software Support Specialist - Video (Montreal, CA)

Software Support Specialist - Video (Montreal, CA)

From pioneer to leader in the security industry, Genetec has always been committed to providing the most innovative solutions. Today, we offer world-class IP security solutions with our unified security platform encompassing license plate recognition (LPR), video surveillance, and access control. Genetec has been recognized as one of Montreal’s top employers for 13 years running.

If you have an insatiable thirst for knowledge, are constantly striving to understand how things work, and can’t put a problem down until you’ve solved it then this could be the opportunity for you. Join Genetec and help us to resolve challenging software issues.

Work with a team of experienced software specialists and developers to support customers as Genetec pushes the boundaries of IP video surveillance, access control and license plate recognition solutions deployed worldwide.


  • Analyze, diagnose and resolve challenging issues relating to software applications, networking, Windows OS, SQL Server databases and other related technologies
  • Conceptualize and articulate ideas clearly and concisely to customers and colleagues
  • Document status, steps are taken and communication with stakeholders for customer issues using Genetec systems
  • Maintain the SLA (Service Level Agreement) with the customer via regular updates
  • Collaborate with other software specialists and developers
  • Assist in the evolution of our software via bug reports and feature requests
  • Contribute to the creation of technical documentation and knowledgebase articles
  • Participation in the regular after-hours support schedule (i.e. Pager support)
  • Provide occasional on-site technical support


  • 2 years of experience related to the troubleshooting of Windows-based client-server software applications
  • Ability to analyze and troubleshoot complicated systems in a logical, creative and consistent way
  • Flexible, with a “can-do” attitude
  • Ability to multitask or focus as the situation demands
  • Desire to constantly learn and evolve at the same pace as the software
  • Strong team player while possessing the autonomy to manage their own workload
  • Excellent English written and verbal communication skills
  • Ability to prioritize tasks and work within deadlines

Technical Requirements

  • Excellent knowledge of Microsoft operating systems
  • Excellent knowledge of networking principles and client-server applications including a clear understanding of TCP, IP, and UDP protocol stacks
  • Experience working with SQL databases and T-SQL


  • Experience working with video security systems – CCTV or Access control
  • Good knowledge of video compression protocols such as H.264 – MJPEG – MPEG-4
  • MCSE, CCNA, SQL Server, VMware, or similar technical professional certifications
  • Programming experience with C#, PowerShell or similar technologies
  • Fluency in French or Spanish
  • Experience with Genetec software
  • Experience with SIP protocol and VoIP technologies

Why You'll Love Genetec:

  • Attractive compensation package
  • Work-life balance
  • Flexible working schedule
  • Free, unlimited Starbucks coffee
  • Private free parking for all employees
  • Onsite gym
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