Back Office Support Specialist
Core
Act as a key technical escalation point and operational anchor within the technical support ecosystem, driving complex technical investigations to resolution for video security and access control products.
Role type
Senior IC technical support escalation specialist
Builds
Resolves complex incidents for Video Management Systems (VMS), access control, server hardware, networking, and analytics software
Domain
Security technology / Video surveillance / Access control
Required skills
Advanced technical troubleshooting, Case prioritization & queue management, Cross-functional coordination, Root-cause analysis, Technical documentation, On-call rotation management
Preferred skills
Experience in senior technical support, technical account management, or escalation management
Technologies
Video Management Systems (VMS), Access Control, Server hardware, Networking, Analytics software
Responsibilities
Monitor and prioritize incoming back-office support cases based on severity and SLAs; Independently manage and troubleshoot complex, multi-layered technical issues; Partner with TSEPs, Field Support, QA, and Engineers to drive escalations to resolution; Actively engage in collaborative swarms to tackle severe outages and critical incidents; Document detailed troubleshooting steps, diagnostic logs, and root-cause analyses; Participate in an on-call weekend and off-hours rotation
Seniority
Experienced, hands-on IC