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).
