Technical Support

Specific Responsibilities Review and manage 3rd-level escalation support issues for security camera systems and accessories Replicate customer-reported issues to validate defects for engineering work Participate in product testing to assist in new product releases Review, validate, and create internal and external documents and knowledge articles Analyze customer calls and cases to identify product problems and prioritize core changes Communicate effectively with business partners Create internal knowledge base articles and implement processes to address common issues Track and maintain reports on issues and cases for specific products Coordinate with Support SMEs for tasks related to product launch Assist in product development to prevent issues or call generation Implement and execute projects to improve support Attend weekly team meetings and ad-hoc meetings