Technical Support

Job Title: Senior Product Support Specialist – VSaaS Platform

Location: Dallas, TX (Onsite – In the office) Department: Product Support / Customer Success

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About the Role:

We are looking for an experienced and customer-driven Senior Product Support Specialist to join our team. In this role, you will deliver expert-level support for our Video Surveillance as a Service (VSaaS) platform, addressing advanced technical challenges and ensuring the seamless operation of both software and hardware components. You will play a pivotal role in troubleshooting, mentoring junior staff, and contributing to the continuous improvement of our platform and support processes.

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Key Responsibilities:

Advanced Technical Support:

· Act as the primary escalation point for complex technical issues related to the VSaaS platform, including software, hardware, and third-party integrations.

· Diagnose and resolve advanced issues with video streaming, cloud storage, AI-driven analytics, and system configurations.

· Work closely with engineering and product teams to resolve critical customer concerns efficiently and effectively.

· Keep customers informed throughout the resolution process, ensuring transparency and satisfaction.

Platform and System Expertise:

· Develop a deep understanding of the VSaaS platform architecture, including cloud services, AI functionalities, and hardware components like IP cameras, NVRs, and cloud connectors.

· Assist customers with tailored configurations to optimize system performance and scalability.

· Conduct root cause analyses to address recurring issues and recommend system enhancements to development teams.

Mentorship and Leadership:

· Provide guidance and mentorship to junior support specialists to strengthen their technical skills and customer service capabilities.

· Lead training initiatives to keep the support team updated on platform features, troubleshooting methods, and best practices.

· Set an example of excellence in customer support and foster a collaborative team environment.

Documentation and Process Improvements:

· Create and maintain comprehensive documentation, including troubleshooting guides, FAQs, and self-help resources for customers.

· Identify areas for improvement in support processes and tools, driving efficiency and enhancing the customer experience.

· Collaborate with product teams to document recurring customer issues and propose feature improvements.

Proactive Monitoring and Optimization:

· Use monitoring tools to detect potential system issues or outages and address them proactively.

· Recommend optimizations to customers to ensure the highest levels of performance and reliability.

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What We’re Looking For:

Education and Experience:

· Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).

· A minimum of 5 years of experience in technical support or a related field, with a focus on SaaS or VSaaS platforms.

Technical Skills:

· Strong knowledge of cloud platforms (e.g., AWS, Azure, Google Cloud) and hybrid cloud systems.

· Expertise in networking protocols, including TCP/IP, DNS, VPNs, and firewall configurations.

· Familiarity with video streaming standards (RTSP, ONVIF, H.264/H.265) and hardware components such as IP cameras and cloud connectors.

· Experience with AI technologies, particularly those used in video analytics, such as object detection and motion tracking.

· Proficiency in support tools like Zendesk, Freshdesk, Jira, and monitoring platforms.

· Basic scripting or programming knowledge (Python, Bash) is an advantage.

Soft Skills:

· Exceptional analytical and problem-solving skills.

· Strong written and verbal communication skills, with the ability to explain technical concepts clearly to diverse audiences.

· Customer-focused approach with a commitment to delivering outstanding service.

· Ability to prioritize tasks and perform effectively in high-pressure situations.

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Preferred Qualifications:

· Certifications in networking (e.g., CCNA, CCNP) or cloud platforms.

· Experience working with AI-powered platforms or video surveillance technologies.

· Familiarity with ITIL frameworks for incident and problem management.

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Performance Metrics:

· Customer satisfaction (CSAT) and Net Promoter Scores (NPS).

· Efficiency in resolving escalated issues within defined timeframes.

· Contributions to documentation and team training efforts.

· Proactive identification and resolution of system-wide issues.

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Why Join Us?

· Competitive salary and comprehensive benefits package.

· Opportunities for career growth and professional development in a fast-evolving industry.

· Access to cutting-edge VSaaS technology and solutions.