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Department Overview
As a key unit within the Customer Support organization, our team directly supports partners and customers in resolving technical issues with the company' Video Security and Access Control products. We serve as a vital link between frontline support specialists, Product Management, and Engineering to accelerate complex escalations. Our department emphasizes collaborative problem-solving, agent mentorship, and institutional knowledge sharing to build long-term organizational capability. We foster a transparent, customer-first culture that values open communication, teamwork, and continuous career growth.
The Technical Support Engineer or Technical Support Escalation Point (TSEP) is a senior technical role within the Customer Support organization. The TSEP serves as a high-level technical resource supporting internal stakeholders (Sales, Product, Engineering) and external partners for the Video Security and Access Control portfolio. Acting as a bridge between frontline support and engineering, the TSEP provides advanced technical guidance, leads complex investigations, and accelerates the resolution of complex escalations while fostering a culture of collaborative problem-solving, technical leadership, and continuous organizational improvement.
Responsibilities
Advanced Troubleshooting & Technical Escalation: Serve as the primary technical escalation point for Support Specialists, investigating and resolving complex software, hardware, networking, and Video Management Systems (VMS) issues using the OSI model and systematic troubleshooting logic.
Technical Swarming: Lead and participate in technical swarms for high-impact or complex cases, establishing clear hypotheses, coordinating troubleshooting actions, and working collaboratively alongside specialists rather than relying on traditional case handoffs.
Stakeholder & Engineering Collaboration: Partner closely with Product and Engineering teams to communicate use cases, flag defects, construct reproducible problem statements, validate fixes or workarounds, and drive product quality improvements.
Mentorship & Upskilling: Provide real-time coaching and mentorship to Support Specialists during technical investigations, sharing troubleshooting best practices and product knowledge to build overall team capability.
Knowledge Management: Act as a Knowledge Centered Service (KCS) Champion by converting escalation findings into concise case notes, reusable troubleshooting documentation, known-issue articles, and internal Knowledge Base content.
Case & Investigation Guidance: Review complex or stalled cases to identify paths forward, ensure proper diagnostic evidence is collected prior to further escalation, and guide specialists while preserving case ownership with the assigned agent.
Problem & Trend Identification: Analyze technical issue trends and escalation patterns to surface recurring defects or systemic problems, leading workflow optimization projects to improve support efficiency.
Technical Proficiency: Maintain deep technical expertise across IP networking (RTP, TCP/IP, IGMP), operating systems, and diagnostic tools such as Wireshark, PowerShell, Dell iDRAC, and HP iLO.
Operational Agility: Manage a diverse workload effectively, including participation in weekend on-call rotations and flexible shifts in a hybrid office environment.
Preferred Qualifications
5+ years of relevant experience in an IT/Tech support environment (including senior technical support, technical account management, or escalation management).
Bachelor's Degree or Diploma/Certificate in Computer Science, Engineering, or a relevant software/computer-related field.
Technical Expertise & Tooling: Deep understanding of IP networking integrations (RTP, TCP/IP, IGMP), VMS (Video Management Systems), scripting, and diagnostic tools (Wireshark, PowerShell, Dell iDRAC, HP iLO); relevant certifications (CCNA, CCNP, CompTIA A+, etc.) are highly valued.
Troubleshooting & Swarming: Demonstrated track record of systematic technical troubleshooting, leading technical swarms, and collaborating cross-functionally with Engineering, Product, and Sales teams.
Communication & Mentorship: Exceptional written and verbal communication skills with the proven ability to translate complex technical concepts for diverse audiences, coach support agents, and author technical documentation.
Operational Requirements: Ability to work in a hybrid office environment (twice per week) and handle weekend on-call shifts as required.
Target Base Salary Range: $59,200 - 94,700 USD
Consistent with the company values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate
LI-DB1
LI-Remote
Basic Requirements
High School diploma
3+ years of experience in senior technical support, technical account management, or an escalation management role.
Must be able to obtain background clearance as required by government customer
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Travel Requirements
Under 10%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
No
Our U.S. Benefits include:
Incentive Bonus Plans
Medical, Dental, Vision benefits
401K with Company Match
10 Paid Holidays
Generous Paid Time Off Packages
Employee Stock Purchase Plan
Paid Parental & Family Leave
and more!
Where you’d work
Part of the week in the office
You can work from
United States
No relocation
No visa sponsorship
Good
Your chances
Still hiring, not crowded yet, and you'd be among the first.
18 checks run
6 good signs
0 red flags
Still hiring?
12 checks
Actively hiring
StaleHiring
In its favour4
Still on the company's own careers site, checked 1 h agoModerate evidence
Found in the last 48 hours, before the big job boardsModerate evidence
The company opened 84 roles and closed 80 in the last 2 weeks: hiring is movingModerate evidence
1 moreFewer
States its salarySlight evidence
How crowded?
6 checks
Low
QuietCrowded
In its favour2
In its Early Window: not on the big job boards yetStrong evidence
Pays below most similar roles, which thins the crowdSlight evidence
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