Product Line Specialist I - Security & Surveillance

About the Role

A Tier I Product Line Specialist (PLS) provides frontline technical support, system onboarding and troubleshooting, and customer service for deployed equipment. This role requires a solid understanding of basic networking and hardware systems, strong communication skills with internal operations and external customers, and proficiency in Microsoft Office tools.

Schedule

Monday – Friday, 6:00 AM – 3:00 PM

Responsibilities

• Serve as the first point of contact for technical issues via phone, email, or ticketing system
• Troubleshoot camera systems, connectivity issues, and power irregularities
• Escalate Tier II issues as needed with detailed documentation of prior actions taken
• Perform onboarding and decommissioning of camera systems via 3DEye platform
• Configure camera settings including resolution, analytics, retention time, and naming conventions
• Set up alert schedules and notification rules
• Understand and configure DHCP vs. Static IP addressing
• Access and navigate devices Servers & GUIs via local IPs
• Troubleshoot modem and cellular issues (Sierra Wireless, Peplink, AirVantage platforms)
• Perform failover testing on SIM cards and interpret LED status patterns
• Monitor and interpret solar and battery power metrics via Victron VRM Portal
• Update firmware and manage power relays for remote rebooting of devices
• Understand 12V/24V power distribution and breaker responsibilities
• Accurately document all actions and updates in the helpdesk ticketing system
• Maintain asset records, SIM tracking, camera permissions, and monthly audit logs
• Participate in system commissioning/decommissioning workflows

Qualifications

• High School Diploma or GED required; Bachelor’s or technical degree preferred
• 1–2 years in a technical support, field technician, or systems installation role
• Customer service background in a technical or field support capacity

Skills

• Experience with low voltage electrical systems, solar arrays, and battery-powered trailers
• Hands-on familiarity with IP-based camera systems and VMS platforms (e.g., 3DEye)
• Strong understanding of static IP configuration and network architecture
• Prior experience with cellular connectivity platforms (Sierra Wireless, Peplink)
• Ability to effectively manage meetings, collaborate with stakeholders, and communicate across departments
• Excellent written and verbal communication skills
• Proficiency with Microsoft Excel and Word
• Strong organizational skills and attention to detail

Other Requirements

• Willingness to work all hours
• This job is not remote and requires in-office presence a minimum of 50 hours weekly
• Able to travel at times, out of the area and overnight
• Ability to lift up to 50 pounds and be on your feet for significant periods