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).

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