Tier 1 / Tier 2 Support Engineer, Cloud VMS - Remote

Overview

Join our dynamic technical support team to focus on our dC3 Video Cloud support team as a Tier 1 / Tier 2 Support Engineer. In this role, you'll be instrumental in diagnosing and resolving issues related to cloud video streaming, connectivity, and camera integration for our global customers and partners. We seek a technically adept individual with a strong foundation in IP cameras and networking, a proactive approach, and a passion for learning cutting-edge video surveillance and cloud-native technologies. This is a contract to hire role.

In Short

• Provide Tier 1 and Tier 2 technical support for the dC3 Video Cloud product.
• Diagnose and troubleshoot issues related to camera setup, network configuration, connectivity, camera streaming, and account management.
• Utilize tools like ONVIF Device Manager, VLC, and Wireshark to simulate and resolve camera and video stream issues.
• Collaborate with customer IT teams on firewall configurations, NAT, DDNS, and port-forwarding to address network-level access challenges.
• Manage support tickets using Salesforce and ADO/JIRA, ensuring timely escalation and resolution tracking.
• Analyze logs, test integrations, and work closely with R&D and QA for bug analysis and product feedback.
• Contribute to documentation and knowledge sharing within the team.

Requirements

• Strong ability to work independently, demonstrating accountability and self-learning.
• Excellent English verbal and written communication skills.
• Proficiency in IP camera setup and configuration, including video stream protocols (RTSP, HLS) and user access management.
• Solid understanding of computer networks, including routers, NAT, port forwarding, DNS/DDNS, and firewalls.
• Align with US time zone working hours.
• Occasional on-call participation for Severity 1 cases (Tier 2 only).
• Operate within a remote-first team environment that values autonomy and collaboration.

Benefits

• Work at the intersection of cloud technology, video intelligence, and real-world applications.
• Gain exposure to advanced integrations with third-party systems.
• Join a team that values continuous learning, transparency, and solving real customer problems.
• Growth opportunities toward Tier 3 support, or other related career opportunities.
• 100% remote work environment.