Back Office Support Specialist
Core
Serve as a key technical escalation point handling complex customer issues and ensuring timely resolutions for video security, access control, and safety solutions.
Role type
Senior IC technical support specialist (video security & access control)
Builds
Reliable video security, access control, and safety solutions
Domain
Security technology (video management systems, access control, networking)
Required skills
Advanced technical troubleshooting, root-cause analysis, incident prioritization, cross-functional collaboration, technical documentation, knowledge sharing
Preferred skills
Experience with video management systems (VMS), server hardware, networking infrastructure, analytics software
Technologies
VMS, access control technologies, server hardware, networking infrastructure, analytics software
Responsibilities
Monitor and prioritize incoming back-office support cases based on severity and SLAs; Independently investigate and resolve complex technical issues involving VMS, access control, server hardware, and networking; Coordinate with escalation partners and engineering teams to drive complex cases toward resolution; Conduct detailed technical investigations to identify underlying issues and recurring defects; Participate in technical swarm sessions to address critical service outages and high-impact incidents