Technical Support Specialist Tier 2

Responsibilities

• Perform advanced troubleshooting of camera-based and IP video systems
• Investigate and resolve escalated technical issues from Technical Support Specialists
• Analyze 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
• Absorb and assist in maintaining knowledge base articles and support documentation
• Maintain system performance and identify opportunities for operational improvements
• Participate in testing, validation, and rollout of new products, features, and system enhancements

Requirements

• 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