Technical Support Specialist I

Technical Support Specialist

In this role, you will serve as the primary technical bridge between internal teams and external field partners. You ensure every installation meets strict technical standards and is completed on schedule. You will collaborate daily with Partner Project Managers, Sales Engineers, and Tier 2 technicians to troubleshoot real-time issues and guide the successful deployment of surveillance systems.

Key Responsibilities

· Technical Field Support · Act as the primary technical point of contact for field technicians. · Troubleshoot complex installation issues in real time. · Provide expert guidance during surveillance system deployments.

· Quality Assurance · Perform detailed technician checkout processes. · Ensure installations meet the Scope of Work (SOW) and system integration requirements.

· Stakeholder Management · Maintain strong working relationships with customers and installation partners. · Provide clear, detailed feedback on technician performance and installation progress.

· Documentation · Update internal systems with installation status, troubleshooting steps, and final resolutions. · Log calls, identify problems, and walk users through solutions using standard scripts or checklists. · Coordinate with Tier 2+ IT resources when escalation is required.

Experience Requirements

· 1–3 years in a technical support role with growing responsibility. · Previous field experience is a major plus.

Technical Skills

· Proficiency with Linux, Google Workspace, and ideally Salesforce. · Strong background in networking and system integration. · Familiarity with surveillance system installation and operation.

Soft Skills

· High attention to detail · Strong communication with both technical and non-technical stakeholders · Ability to work in a fast-paced, troubleshooting-heavy environment · Customer-focused mindset

Work Environment & Requirements

· Requires personal remote workspace · Must have reliable internet and ability to take inbound calls