Technical Support Specialist Tier 2

Who We Are

EarthCam is a global leader in webcam technology that gives construction teams real-time visibility into their jobsites-anytime, anywhere. Our solutions support project monitoring, documentation, promotion, and jobsite security across construction projects worldwide.

Our platform delivers live video, time-lapse recordings, progress tracking, and site security, powered by smart AI tools that turn visual data into useful insights for better decision-making. Since creating the first construction webcam in 1996, EarthCam has been trusted on major projects like One World Trade Center, SoFi Stadium, and the Panama Canal Expansion, and integrates with tools such as Procore, Autodesk, and Bentley.

We're a collaborative, hands-on team that builds our technology in-house and works closely across departments to solve real problems for real users.

Job Description

EarthCam is seeking a Technical Support Tier 2/Network & Systems Operations Specialist to provide technical support for camera-based and IP video systems. This role focuses on backend troubleshooting, network diagnostics, system analysis, and escalation support for complex technical issues.

The position serves as a technical escalation point for issues that require deeper investigation beyond initial support and plays a critical role in maintaining system reliability and customer success.

This position offers hands-on exposure to networking, systems diagnostics, enterprise applications, cloud-based technologies, and large-scale video deployments.

Responsibilities

• Perform advanced troubleshooting of camera-based and IP video systems.
• Investigate and resolve escalated technical issues from Technical Support Specialists.
• Diagnose network connectivity issues involving IP addressing, DNS, DHCP, routing, switching, and TCP/IP communications.
• Analyze system logs, configurations, and diagnostic information to identify root causes.
• Manage technical escalations through resolution while maintaining ownership of assigned issues.
• Collaborate with Product, Development, Operations, and Engineering teams to resolve complex problems.
• Document troubleshooting findings, resolutions, and technical procedures.
• Assist in maintaining knowledge base articles and support documentation.
• Monitor system performance and identify opportunities for operational improvements.
• Participate in testing, validation, and rollout of new products, features, and system enhancements.

Requirements

Who You Are

• Passionate about solving technical problems and troubleshooting complex systems.
• Comfortable working with networking concepts and backend technologies.
• Organized, detail-oriented, and able to manage multiple priorities.
• Strong communicator who can explain technical concepts clearly.
• Self-motivated and capable of working independently while collaborating with cross-functional teams.
• Committed to continuous learning and technical growth.

Qualifications

• 2-5 years of technical support, systems support, network support, or related IT experience.
• Strong understanding of networking fundamentals including IP addressing, DNS, DHCP, TCP/IP, and network troubleshooting.
• Experience troubleshooting hardware, software, and system connectivity issues.
• Familiarity with Windows operating systems and web-based applications.
• Experience working with ticketing systems and support workflows.
• Strong analytical and problem-solving skills.
• Associate's degree, technical certification, or equivalent experience preferred.
• Experience supporting IP cameras, video systems, CCTV, or streaming technologies is a plus.
• CompTIA Network+, CCNA, or similar certifications are a plus.

Benefits

What We Offer

At EarthCam, we believe great work starts with feeling supported, valued, and inspired. We offer a competitive compensation package and a people-first environment where innovation, growth, and collaboration thrive.

Our benefits include:
• Competitive salaries and performance-based bonuses
• 100% company-paid health insurance (single coverage)
• Dental and Vision insurance
• 401(k) plan with generous company matching
• Paid time off plus paid holidays
• Complimentary breakfasts, lunches, and snacks
• Team events, BBQs, and our annual company Olympics

We're proud to foster an energetic, entrepreneurial workplace where your ideas matter and your career can grow.

Recruitment Fraud Disclaimer

EarthCam is committed to maintaining a transparent and secure recruitment process. EarthCam communicates with candidates exclusively using EarthCam email addresses and extends job offers solely by telephone. For more information about the EarthCam recruitment process and avoiding fraudulent job offers, please click here.