Customer Support Specialist

Why join our team? Bring your skills and knowledge to an innovative and growing workplace Work and collaborate with a team who has become one of the best in the industry Use industry-leading technology and the best tools available to ensure success Work in a stable industry with strong growth potential We are at the forefront of technology, empowering businesses to thrive in the digital age by harnessing the transformative potential of 5G-ready connectivity and AI + IoT solutions. We are dedicated to making businesses safer, smarter, and more connected through our innovative software-focused approach. Our cutting-edge open AI platform, DeepInsights™, is the cornerstone of our mission. At EPIC iO, we don’t just provide solutions; we co-create opportunities for growth and success. We are more than a technology provider; we are your trusted partner on the journey to a safer, smarter, and more connected future. This role serves as the first line of internal escalation (Tier 2), handling technical issues & escalations from our outsourced Tier 1 support team. The specialist will troubleshoot and resolve issues related to cameras, sensors, software, networks, internet connectivity, notifications, and account maintenance across EPIC iO’s AIoT product portfolio. The ideal candidate is a hands‑on problem solverwith strong technical troubleshooting skills, excellent communication abilities, and the ability to work efficiently in a fast‑paced environment. They will work directly with customers and internal teams to provide high-quality support, drive issue resolution, and ensure a seamless customer experience. Responsibilities & Tasks Act as Tier 2 escalation point for technical issues unresolved by Tier 1 support. Diagnose and resolve issues related to device configuration, connectivity, networks, and system performance. Monitor and support customer infrastructure, including Universal IoT Gateways (UIGs), cameras, sensors, cloud services, and other EPIC iO applications. Configure and troubleshoot camera analytics, IP‑based devices, and video solutions. Escalate issues to Tier 3 or other internal teams when appropriate, ensuring smooth handoff and follow‑through. Train customers and internal team members on the proper use of EPIC iO hardware, software, and services. Use the ticketing system (Service Cloud) to manage, prioritize, and communicate status updates to customers. Meet or exceed internal performance metrics (response time, resolution time, customer satisfaction, backlog management). Provide feedback and recommendations for process improvements, network planning, and system upgrades. Maintain professional, empathetic, and clear communication with all customers. Required Qualifications 3+ years of experience in technical support, customer engineering, or equivalent. Strong troubleshooting skills in IP networking fundamentals (LAN/WAN, VPNs, firewall configuration, etc.). Hands‑on experience with hardware/software troubleshooting (cameras, sensors, networks, operating systems). Basic understanding of cloud computing and related services. Working knowledge of Windows and Linux environments. Strong interpersonal and communication skills with a customer‑first mindset. Ability to work independently in a fast‑paced, evolving environment. Desired Qualifications Experience with Service Cloud. Experience with RMM tools (e.g., ConnectWise Control, Cradlepoint NCM). Familiarity with Video Management Systems (VMS). Experience supporting IP‑based cameras and video codecs (h.264, h.265). Experience writing support processes and maintaining a knowledge base. Physical Requirements Prolonged periods of sitting and working at a computer. Occasional light physical activity (moving or setting up equipment). EPIC iO provides equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification. Equal employment opportunity extends to all aspects of employment including, but not limited to, recruitment, hiring, training, promotion, demotion, transfer, leaves of absence, and termination. EPIC iO takes allegations of discrimination, harassment, and retaliation seriously and will promptly investigate such behaviors. #J-18808-Ljbffr