Description
The Technical Support Engineer ensures the reliability and performance of deployed systems. In this hands-on role, you'll troubleshoot complex hardware and software issues across the full stack — networking, edge devices, and cloud-connected components and partner closely with field teams, engineering, and QA to drive technical resolution, documentation, and system robustness. May be leveled as Tech Support Engineer I / II depending on experience, scope, and demonstrated impact. Evening and late-night shifts are eligible for shift differential pay.
Responsibilities:
- Own end-to-end technical troubleshooting and field diagnostics across networking, edge devices, infrastructure, and system integrations.
- Identify root causes of system and network issues, drive resolution, and proactively mitigate risks to prevent recurrence.
- Maintain reliable, secure, and scalable network and infrastructure environments across cloud and hybrid deployments.
- Deploy, configure, and maintain servers, virtual machines, operating systems, storage, and related infrastructure components.
- Maintain networking components including routers, switches, firewalls, VPNs, load balancing, and WAN connectivity.
- Monitor system and network performance, lead incident response, and ensure high availability for real-time video streaming and AI workloads.
- Partner cross-functionally with Engineering, QA, and Product to surface defects, validate fixes, and improve overall platform reliability.
- Coordinate testing and validation of new hardware and software in production-like, real-world environments.
- Develop scripts, tooling, and automation to improve diagnostics, monitoring, and support workflows.
- Create and maintain technical documentation, investigation logs, and internal knowledge resources.
Requirements
Must Have
- 1–3 years of experience in technical support, systems engineering, networking, or IT operations.
- Foundational understanding of networking concepts and protocols (TCP/IP, DNS, DHCP, VLANs, NAT, TLS, Ethernet, PoE).
- Ability to troubleshoot technical issues with urgency, structure, and sound judgment in live environments.
- Strong analytical thinking and clear documentation skills.
- Willingness and aptitude to learn new technologies across networking, infrastructure, and edge systems.
Nice to Have
- Experience supporting IP camera systems, video platforms, or edge-connected devices.
- Familiarity with Linux-based environments.
- Exposure to scripting or automation (Python or similar).
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