Job Description

We are looking for a Technical Support Executive who enjoys troubleshooting and solving technical problems and helping customers succeed.

In this customer-facing role, you will provide technical support to customers and field technicians, troubleshoot software, hardware, networking, and camera-related issues, and assist with deployments and installations. You will act as a bridge between customers, technicians, and internal teams, taking ownership of issues from identification through resolution.

Success in this role comes from strong troubleshooting skills, clear communication, attention to detail, and a commitment to delivering an excellent customer experience.

What We Are Looking For

2-3 years of experience in Technical Support, Deployment, Solution Delivery or similar technical roles
Excellent written and verbal communication skills
Experience supporting international customers and technicians - Most Desired
Strong troubleshooting and analytical skills
Working knowledge of IP networking concepts including DHCP, DNS, VLANs, subnetting, switches, and firewalls
Familiarity with Linux commands, SSH, RDP, and remote troubleshooting tools
Ability to understand and troubleshoot software, hardware, network, and connectivity issues
Experience working against defined SLAs and operational targets
Attention to detail and commitment to process adherence

Key Responsibilities

Provide technical support to international customers through voice, chat, tickets, email, and remote sessions
Investigate, troubleshoot, and resolve software, hardware, networking, and connectivity issues
Guide overseas field technicians during installations, deployments, and system onboarding activities
Access systems remotely using SSH, RDP, and other tools to perform configuration and troubleshooting tasks
Validate device, camera, and system configurations against customer requirements
Conduct deployment audits, QA reviews, and installation validations
Own incidents from identification through resolution, including timely escalation when required
Maintain accurate documentation, ticket updates, deployment records, and troubleshooting notes
• Follow client-specific playbooks, standard operating procedures, and knowledge base articles
Participate in team meetings, training sessions, and continuous improvement initiatives