Technical Support Specialist Tier 2
Listed on 2026-06-17
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IT/Tech
IT Support, Technical Support, Systems Administrator, Network Administrator
Job Description
Earth Cam is seeking a Technical Support Tier 2/Network & Systems Operations Specialist to provide technical support for camera-based and IP video systems. This role focuses on backend troubleshooting, network diagnostics, system analysis, and escalation support for complex technical issues.
The position serves as a technical escalation point for issues that require deeper investigation beyond initial support and plays a critical role in maintaining system reliability and customer success.
This position offers hands‑on exposure to networking, systems diagnostics, enterprise applications, cloud‑based technologies, and large‑scale video deployments.
Responsibilities- Perform advanced troubleshooting of camera-based and IP video systems.
- Investigate and resolve escalated technical issues from Technical Support Specialists.
- Diagnose 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.
- Assist in maintaining knowledge base articles and support documentation.
- Monitor system performance and identify opportunities for operational improvements.
- Participate in testing, validation, and rollout of new products, features, and system enhancements.
- 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.
- 2–5 years of technical support, systems support, network support, or related IT experience.
- Strong understanding of networking fundamentals including IP addressing, DNS, DHCP, TCP/IP, and network troubleshooting.
- Experience troubleshooting hardware, software, and system connectivity issues.
- Familiarity with Windows operating systems and web‑based applications.
- Experience working with ticketing systems and support workflows.
- Strong analytical and problem‑solving skills.
- Associate's degree, technical certification, or equivalent experience preferred.
- Experience supporting IP cameras, video systems, CCTV, or streaming technologies is a plus.
- CompTIA Network+, CCNA, or similar certifications are a plus.
We offer a competitive compensation package and a people‑first environment where innovation, growth, and collaboration thrive.
- Competitive salaries and performance‑based bonuses
- 100% company‑paid health insurance (single coverage)
- Dental and vision insurance
- 401(k) plan with generous company matching
- Paid time off plus paid holidays
- Complimentary breakfasts, lunches, and snacks
- Team events, BBQs, and our annual company Olympics
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