Senior Product Support Specialist
Optomi, in partnership with a leader in the security industry, is seeking an experienced and customer-driven Senior Product Support Specialist to join the team in Dallas, TX. In this role, you will deliver expert-level support for the Video Surveillance as a Service (VSaaS) platform, addressing advanced technical challenges and ensuring the seamless operation of both software and hardware components. The ideal candidate will play a pivotal role in troubleshooting, mentoring junior staff, and contributing to the continuous improvement of our platform and support processes.
Experience of the right candidate:
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- A minimum of 5 years of experience in technical support or a related field, with a focus on SaaS or VSaaS platforms.
- Strong knowledge of cloud platforms (e.g., AWS, Azure, Google Cloud) and hybrid cloud systems.
- Expertise in networking protocols, including TCP/IP, DNS, VPNs, and firewall configurations.
- Familiarity with video streaming standards (RTSP, ONVIF, H.264/H.265) and hardware components such as IP cameras and cloud connectors.
- Experience with AI technologies, particularly those used in video analytics, such as object detection and motion tracking.
- Proficiency in support tools like Zendesk, Freshdesk, Jira, and monitoring platforms.
- Basic scripting or programming knowledge (Python, Bash) is an advantage.
- Exceptional analytical and problem-solving skills.
- Strong written and verbal communication skills, with the ability to explain technical concepts clearly to diverse audiences.
- Customer-focused approach with a commitment to delivering outstanding service.
- Ability to prioritize tasks and perform effectively in high-pressure situations.
- Certifications in networking (e.g., CCNA, CCNP) or cloud platforms.
- Experience working with AI-powered platforms or video surveillance technologies.
- Familiarity with ITIL frameworks for incident and problem management.
Responsibilities of the right candidate:
- Act as the primary escalation point for complex technical issues related to the VSaaS platform, including software, hardware, and third-party integrations.
- Diagnose and resolve advanced issues with video streaming, cloud storage, AI-driven analytics, and system configurations.
- Work closely with engineering and product teams to resolve critical customer concerns efficiently and effectively.
- Keep customers informed throughout the resolution process, ensuring transparency and satisfaction.
- Develop a deep understanding of the VSaaS platform architecture, including cloud services, AI functionalities, and hardware components like IP cameras, NVRs, and cloud connectors.
- Assist customers with tailored configurations to optimize system performance and scalability.
- Conduct root cause analyses to address recurring issues and recommend system enhancements to development teams.
- Provide guidance and mentorship to junior support specialists to strengthen their technical skills and customer service capabilities.
- Lead training initiatives to keep the support team updated on platform features, troubleshooting methods, and best practices.
- Set an example of excellence in customer support and foster a collaborative team environment.
- Create and maintain comprehensive documentation, including troubleshooting guides, FAQs, and self-help resources for customers.
- Identify areas for improvement in support processes and tools, driving efficiency and enhancing the customer experience.
- Collaborate with product teams to document recurring customer issues and propose feature improvements.
- Use monitoring tools to detect potential system issues or outages and address them proactively.
- Recommend optimizations to customers to ensure the highest levels of performance and reliability.