What You'll Do
Deliver high-level technical support to customers worldwide using phone, email, live chat, and remote access tools. You'll troubleshoot and resolve intricate issues involving cloud platforms, video surveillance systems, and access control technologies, focusing on network configurations, data flow, and system integration.
Diagnose problems by analyzing log files, running diagnostic utilities, and replicating customer scenarios in test environments. Use demo labs and beta systems to validate fixes and report critical bugs to engineering teams. Maintain accurate records in the CRM system, capturing technical details clearly and concisely for ongoing case management.
Support continuous improvement by contributing to and updating internal knowledge resources, helping both team members and customers access reliable solutions. Partner with regional and global support units, as well as product and sales departments, to ensure a seamless customer experience. Stay current with evolving technologies and product updates to maintain strong expertise across the company’s software, mobile apps, servers, and network infrastructure.
Requirements
- Minimum of two years in technical support, helpdesk, or customer service roles, ideally supporting enterprise-grade software or hardware systems.
- Fluent in English, both written and spoken, with the ability to explain technical details clearly to users of varying skill levels.
- Demonstrated skill in managing multiple priorities in fast-paced settings, with a structured approach to problem solving and root cause analysis.
- Strong understanding of networking fundamentals including TCP/IP, DNS, DHCP, NAT, firewalls, Ethernet, and VoIP.
- Familiarity with web protocols such as HTTP/HTTPS and TLS.
- Hands-on experience with Windows (Server 2012–2019, Windows 7/10), Mac, or Linux operating systems, including installation, configuration, and troubleshooting.
- Ability to diagnose and resolve hardware and software issues, particularly in video surveillance and access control environments.
- Capable of working independently while also engaging productively within a collaborative team structure.
Preferred Qualifications
- Degree or diploma in Computer Science, Computer Engineering, Information Systems, or a related field.
- Industry certifications such as CompTIA A+, Network+, CCNA, CCNP, MCSA, or equivalent credentials.
- Experience in Video Security, Analytics, Access Control, Cloud Software, Telecommunications, or Video Conferencing domains.
- Familiarity with ONVIF profiles, Video Management Systems (VMS), or video streaming technologies.
- Experience with CRM platforms and working within a Knowledge Centered Service (KCS) framework.
- Proficiency in additional languages is a plus.
Benefits
- Eligible for referral bonuses through a formal incentive program.
- Committed to equal opportunity employment regardless of race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics.
- Part of a global, close-knit community focused on creating safer environments.
- Work in a culture that values authenticity, inclusion, and meaningful contributions to public safety.
- Opportunities to grow skills and make a tangible impact in a mission-driven organization.
