Technical Support Analyst (Hybrid)

About the role

As a Technical Support Analyst, you will play a key role in our mission by delivering rapid, dynamic support for critical video security products, including Video Management Systems, cameras, servers, and network infrastructures. Working in a collaborative, customer-first environment, you will take full ownership of complex technical challenges, applying systematic troubleshooting to maintain continuous system performance for those who count on us most.

Responsibilities

• Research, troubleshoot, and resolve critical hardware, software, and IP networking issues via phone and digital channels
• Demonstrate complete ownership and urgency while assisting customers with Video Management Systems, cameras, and servers
• Maintain detailed and concise technical case records within our case management systems to capture incident histories
• Provide an exceptional customer experience across incoming calls, live chats, emails, and escalated requests
• Prioritize daily tasks dynamically between active inbound channels, existing case management, and high-priority customer needs
• Employ systematic problem-solving to explain complex solutions clearly to customers of varying technical skill levels
• Maintain a continuous learning mindset to stay current on new product lines, video streaming technologies, and network protocols
• Apply knowledge-sharing techniques to collaborate with team members and independently navigate technical challenges
• Maintain composure under pressure while managing customer expectations and providing timely updates during critical incidents

Requirements

• High school diploma and 1+ years of technical support or customer support experience
• Must be able to obtain background clearance as required by government customer
• Legal authorization to work in the U.S. indefinitely is required

Technical Expertise

• IP Networking Protocols to diagnose routers, firewalls, wireless systems, RTP, TCP/IP, UDP, IGMP, and Multicasting
• Operating Systems & Hardware to install, configure, and troubleshoot customer environments
• Video Security Systems to support Video Management Systems, IP cameras, and network servers
• Communication Proficiency to document complex technical details clearly in English

Professional Experience

• Systematic Troubleshooting to resolve technical customer challenges efficiently with high quality
• Multitasking & Prioritization to balance live customer interactions, queue management, and shift obligations
• Self-Starter Collaboration to drive resolution independently or work within cross-functional technical teams

Preferred Qualifications

• Industry certifications such as CCNA, CCNP, MCSA, MTA, LFS, MCSE, or CompTIA A+
• Contact center experience within a dedicated technical support environment
• Experience operating within KCS (Knowledge-Centered Service) Methodology
• Familiarity with ONVIF profiles or related video streaming services

Travel Requirements

Under 10%

Benefits

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave