Technical Support Specialist – Video Computing Platform Job at Soterix Systems

About Us:

Soterix Systems is a cutting-edge provider of Cloud Video Computing solutions with integrated True AI capabilities. Our mission is to deliver advanced and reliable technology to our customers while ensuring a seamless experience. We’re looking for a Technical Support Specialist to join our team and play a key role in supporting our innovative platform.

Role Overview:

As a Technical Support Specialist, you’ll provide expert-level assistance to customers, ensuring the smooth operation of both the software and hardware components of our platform. You’ll diagnose and resolve complex issues, guide customers through configurations, and work collaboratively with internal teams to enhance the overall customer experience.

Key Responsibilities:

Customer Support and Troubleshooting:

• Act as the primary contact for customers needing assistance with the platform, including hardware (e.g., cameras, cloud connectors) and software.
• Diagnose and resolve issues related to video streaming, AI analytics, cloud storage, and system performance.
• Collaborate with engineering and product teams to address advanced technical challenges.

Hardware and Software Expertise:

• Provide in-depth support for IP cameras, cloud connectors, and networking devices.
• Troubleshoot platform features, including AI-driven analytics and user access controls.
• Assist with firmware updates, software patches, and hardware replacements.

Documentation and Training:

• Create and maintain troubleshooting guides, FAQs, and other support documentation.
• Log customer interactions and solutions in the ticketing system to build a robust knowledge base.
• Conduct training sessions for customers and internal teams on platform features and best practices.

Proactive Monitoring and Optimization:

• Use monitoring tools to identify and address system performance issues before they impact customers.
• Help customers optimize their systems for peak performance and reliability.

What We’re Looking For:

Education and Experience:

• Bachelor’s degree in computer science, IT, or a related field (or equivalent experience).
• 3+ years of experience in physical security/AI technical support or a similar role, preferably with SaaS or VSaaS platforms.

Technical Skills:

• Strong understanding of networking concepts (TCP/IP, DNS, DHCP, firewall configurations).
• Familiarity with video streaming protocols (RTSP, ONVIF, H.264/H.265).
• Experience with cloud platforms (AWS, Azure, Google Cloud) and hybrid systems.
• Hands-on expertise with hardware components, such as servers, cameras and IoT sensors.
• Knowledge of support tools like Zendesk, Freshdesk, or similar platforms.
• Basic programming or scripting knowledge (Python, Bash) is a plus.

Soft Skills:

• Excellent problem-solving and critical thinking abilities.
• Clear and effective communication skills, with the ability to simplify technical concepts.
• Strong customer service mindset with patience and empathy.
• Ability to prioritize tasks and manage multiple issues under pressure.

Desired Qualifications:

• Networking or cloud platform certifications.
• Experience with AI or machine learning technologies in video analytics.
• Familiarity with physical security systems or video surveillance technologies.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for career growth and development in an innovative industry.
• Exposure to cutting-edge technologies and solutions in the video computing space.