Customer Support Engineer
Benefits:
Competitive salary and equity options
Health plans similar to large SaaS companies
Flexible work arrangements
Opportunities for learning, growth, and professional development
Education Requirements:
Bachelor's degree in Information and Computer Technology, Cybersecurity, Networking, IT Security, Computer Engineering or related degree
Experience Requirements:
Hands-on experience with troubleshooting and problem-solving in a fast-paced environment
Solid understanding of TCP/IP, UDP, TLS, DNS, HTTP, DHCP, Routers, Switches, NAT, VLANs
Other Requirements:
Understanding about IP Cameras, NVRs, Video Resolutions, ONVIF, RTSP
Outstanding written and verbal communication skills
Familiarity with ticketing systems such as Zendesk
Knowledge of Linux operating systems, Virtual Machines, and APIs
This role requires that you be on-site 5 days a week
Responsibilities:
Triage, manage, and resolve incoming technical support cases via phone, email, and chat
Troubleshoot issues related to the AI platform, networking, and physical security devices
Document and track all customer interactions and technical issues in the ticketing system
Escalate high-priority issues to the Product Engineering team
Perform Root Cause Analysis and formal report creations
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