Technical Support Specialist
Deliver high-level technical assistance to customers worldwide, troubleshooting advanced software and hardware challenges across cloud-based platforms, CCTV systems, and access control solutions. You'll use remote diagnostics, log analysis, and network evaluation to identify root causes and implement effective resolutions.
Key Responsibilities
- Respond to customer inquiries via phone, email, chat, and remote sessions, ensuring timely and accurate resolution of technical issues.
- Diagnose complex problems involving network configurations, data flow, and system integration using diagnostic tools and log file analysis.
- Reproduce customer-reported issues in test environments, including beta and demo labs, to validate bugs and coordinate escalations with engineering teams.
- Maintain detailed case records in the CRM system, documenting technical findings and resolution steps clearly and concisely.
- Develop and update knowledge base articles within a Knowledge Centered Service (KCS) framework to improve team efficiency and customer self-service.
- Collaborate with regional support teams, product management, and sales to ensure a seamless customer experience.
- Stay current with evolving technologies, including cloud-native applications, AI-powered surveillance, and mobile platforms, to maintain deep product expertise.
Qualifications
- Minimum of two years in technical support or helpdesk roles, ideally supporting enterprise-grade software or hardware systems.
- Fluency in English, both written and spoken, with strong communication skills for explaining technical details to diverse audiences.
- Proven ability to troubleshoot across operating systems including Windows, macOS, and Linux, as well as network infrastructure components.
- Familiarity with networking fundamentals such as TCP/IP, DNS, DHCP, NAT, firewalls, and VoIP technologies.
- Understanding of web protocols including HTTP/HTTPS and TLS, along with experience in cloud-based environments.
- Demonstrated problem-solving skills, with the ability to manage multiple cases under pressure while maintaining clarity and professionalism.
Preferred Background
- Degree or diploma in Computer Science, Information Systems, or a related technical field.
- Industry certifications such as CompTIA A+, Network+, CCNA, or Microsoft credentials.
- Experience with video security systems, access control, ONVIF standards, or Video Management Systems (VMS).
- Proficiency in multiple languages is an advantage.
- Hands-on experience with CRM platforms and KCS methodologies.
Work Environment
This role is based in Portugal and requires occasional after-hours or weekend availability to support global customers. The position operates in a collaborative, people-first culture focused on innovation, authenticity, and contributing to public safety through technology.
Company Values
The organization fosters a community-oriented, inclusive workplace that empowers individuals to bring their whole selves to meaningful work. With a mission centered on creating safer communities, the team values collaboration, continuous learning, and ethical responsibility.
Equal Opportunity
This employer is committed to equal employment opportunity regardless of race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.
