Technical Support Specialist

Requirements

• High School Diploma or equivalent baseline credential
• 2+ years of experience in an IT environment

• The team operates at the foundational intersection of public safety and enterprise security within our video security portfolio. We build and connect technologies to help protect people, property, and places
• Dedicated to supporting our critical safety and security ecosystem, this group provides high-velocity resolution to complex technical challenges, ensuring our enterprise users can operate with complete certainty. We believe that collaboration is a shared responsibility, and this team acts as the vital link connecting those in need with technical expertise to build a safer tomorrow
• As a Technical Support Specialist, you will join a close-knit engineering community driven by a shared passion to help keep people, property, and places safer everywhere. In this role, you will work in a people-first culture that encourages critical thinking and empowers you to maximize your professional potential
• You will provide a true assisted experience, utilizing Priority Intelligence and advanced infrastructure to augment your troubleshooting workflows and deliver rapid, high-impact solutions to our global customers
• Success in this position is defined by an inclusive, customer-first mindset, a systematic approach to technical investigation, and a strong curiosity to learn about a diverse set of pioneering technologies. If you enjoy getting to the bottom of complex issues, exploring technological innovations, and driving meaningful, real-world impact, we want you on our team
• Technical Troubleshooting & Resolution
• Research, collaborate, and resolve intricate hardware and software challenges over phone and digital mediums
• Analyze systematic product behaviors and devise creative technical solutions for unique environmental variables
• Diagnose network topologies and system performance irregularities to ensure continuous uptime for customer infrastructure
• Case Management & Documentation
• Document software, hardware, and network configurations comprehensively within our case management tracking repository
• Prioritize active operational tasks dynamically between inbound requests, ongoing investigations, and live digital chats
• Escalate unresolved customer issues efficiently to senior engineering tiers with complete technical summaries and diagnostics
• Customer Experience & Ecosystem Maintenance
• Support public safety and enterprise operations by delivering an empathetic, high-urgency response to system inquiries
• Maintain an advanced operational understanding of network topologies, server environments, and video processing software
• Learn new technologies and product specifications continuously to match our accelerating pace of ecosystem innovation