Technical Support Engineer

L-148, 5th Main Road, Sector 6, HSR Layout, Bangalore, Karnataka, India - 560102

Job Title: Technical Support Executive

Location: Remote

Compensation: 4-5 LPA

Employment Type: Full-Time

About Omshakthi Monitoring Service

Omshakthi Monitoring Service (OMS) is a fast-growing remote operations company providing managed video intelligence services to enterprise clients across the United States. We operate around the clock, supporting AI-powered camera systems, hardware deployments, and live monitoring workflows for major US retail and entertainment brands.

We are a small, high-ownership team. Everyone here does real work, takes real responsibility, and grows fast.

About the Role

We are looking for a Technical Support Executive who can think on their feet, own problems end-to-end, and thrive in a dynamic, fast-paced environment. This is not a script-following role. You will be the operational backbone of our technology support function — handling everything from device provisioning and network troubleshooting to client-facing ticket resolution — often with incomplete information and tight timelines.

If you need hand-holding, this role is not for you. If you enjoy figuring things out, taking ownership, and being the person others rely on — read on.

What You Will Do

• Manage and resolve inbound support tickets via HubSpot, ensuring SLA adherence and clear, professional client communication at every stage
• Troubleshoot hardware and software issues across Mac-based edge devices (Mac Mini / Base Stations), IP cameras, network infrastructure, and cloud-connected platforms
• Perform remote device diagnostics and resolution using tools like TeamViewer and MDM platforms
• Handle end-to-end device provisioning: imaging, configuration, static IP setup, JAMF enrollment, and deployment readiness checks
• Troubleshoot network-layer issues including LAN/WAN connectivity, IP addressing, port forwarding, firewall rules, and VPN configurations — independently and without escalation where possible
• Configure and support camera systems: RTSP streams, virtual cameras, camera mapping, and WebRTC-based live view
• Support platform onboarding for new client sites — coordinating hardware, software configuration, and go-live validation
• Identify, document, and escalate complex issues with full context and a clear handover, minimizing resolution time
• Build and maintain internal knowledge base articles, SOPs, and troubleshooting guides
• Monitor system health dashboards and proactively flag anomalies before they become client-reported issues

What We're Looking For

Technical

• Solid understanding of networking fundamentals: OSI model, TCP/IP, subnetting, DNS, DHCP, NAT, VLANs, and routing concepts
• Hands-on comfort with IP camera ecosystems, NVR/DVR setups, or video surveillance infrastructure
• Experience with remote support tools (TeamViewer or equivalent), MDM platforms, and device configuration
• Familiarity with Mac OS environments and terminal-level troubleshooting
• Ability to read logs, interpret errors, and work through problems systematically without a step-by-step guide
• Exposure to helpdesk or ITSM platforms (HubSpot, Freshdesk, Zendesk, or similar)
• Basic scripting or automation familiarity is a bonus — not a requirement

Mindset and Work Style

• You take ownership. If a ticket lands in your queue, you see it through — you don't wait for someone to tell you what to do next
• You are comfortable with ambiguity and resourceful when documentation doesn't exist or is incomplete
• You can translate technical problems into plain language — for internal teams and for clients who are not technical
• You manage your own time and priorities without needing micromanagement
• You are willing to stretch — odd hours, urgent situations, and unfamiliar problems are part of the job, not exceptions to it
• You are professional, composed, and clear in all written communication — particularly in client-facing interactions

Good to Have

• Prior experience supporting US-based clients or working in a US-timezone-aligned role
• Exposure to AI/video analytics platforms or managed services environments
• Networking certifications (CompTIA Network+, CCNA) or active pursuit of the same
• Experience with basic Python scripting or REST API interaction for automation or diagnostics

Why Join OMS

• You will have real responsibility from day one — not a support queue with a script
• Direct exposure to US enterprise clients and cutting-edge AI video technology
• A team that moves fast, values technical depth, and rewards people who take initiative
• Room to grow into senior technical or operations roles as the company scales