Technical Support Engineer (DevOps focus)

We are looking to hire a skilled Technical Support Engineer to provide enterprise-level support to our customers around the world. This includes receiving, prioritizing, documenting, and actively resolving end-user technical help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give hands-on help at the desktop level. To ensure success as a technical support engineer, you should have in-depth knowledge of IT systems, high-level communication skills, and the ability to work independently.

Responsibilities:

• Deliver timely and effective technical support to customers and end-users for our video analytics software products.
• Diagnose and resolve software and hardware issues related to video analytics solutions, collaborating with cross-functional teams as needed.
• Create and maintain clear documentation, knowledge base articles, and solution guides for common issues.
• Work closely with development and product management teams to communicate customer feedback and assist in resolving complex technical issues.
• Conduct remote troubleshooting sessions to guide customers in the implementation and optimal use of our software.
• Replicate and debug customer-reported issues to identify root causes and provide detailed feedback to the development team.
• Stay abreast of product enhancements, new features, and industry trends to provide up-to-date support.
• Participate in on-call rotations to ensure 24/7 support availability when required.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Proven experience in technical support or a related customer-facing role.
• High level understanding of video analytics concepts and technologies.
• High level understanding of security surveillance equipment like IP cameras, DVRs, NVRs
• Proficiency in troubleshooting software applications and network-related issues
• Knowledge of operating systems (Windows, Linux).
• Excellent written and verbal communication skills
• Ability to work independently and collaboratively within a team environment.
• Strong problem-solving skills and a customer-oriented mindset.

Benefits & Perks:

• Health Insurance;
• Company stock options;
• "Work From Home" Days;