Location
Dalas TX
Position Id
Job Type
Full-Time Regular
Job Title : Senior Product Support Specialist - VSaaS Platform
Location : Dallas, TX (Onsite - In the office) Department : Product Support / Customer Success
About the Role :
We are looking for an experienced and customer-driven Senior Product Support Specialist to join our team. In this role, you will deliver expert-level support for our Video Surveillance as a Service (VSaaS) platform, addressing advanced technical challenges and ensuring the seamless operation of both software and hardware components. You will play a pivotal role in troubleshooting, mentoring junior staff, and contributing to the continuous improvement of our platform and support processes.
Key Responsibilities :
Advanced Technical Support :
- 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.
Platform and System Expertise :
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.Mentorship and Leadership :
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.Documentation and Process Improvements :
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.Proactive Monitoring and Optimization :
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.What We're Looking For :
Education and Experience :
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.Technical Skills :
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.Soft Skills :
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.Preferred Qualifications :
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.Performance Metrics :
Customer satisfaction (CSAT) and Net Promoter Scores (NPS).Efficiency in resolving escalated issues within defined timeframes.Contributions to documentation and team training efforts.Proactive identification and resolution of system-wide issues.Why Join Us?
Competitive salary and comprehensive benefits package.Opportunities for career growth and professional development in a fast-evolving industry.Access to cutting-edge VSaaS technology and solutions.
