Technical Support Engineer - VDP & VoIP

• Provide technical support to customers, dealers, and field technicians through various channels, including phone, email, and remote access tools.

• Diagnose and troubleshoot technical issues related to intrusion and IP VDP systems, including hardware, software, and network components.

• Collaborate with cross-functional teams, including product OEM teams to resolve complex technical problems and implement effective solutions.

• Conduct remote diagnostics to identify system faults and guide customers through appropriate troubleshooting and resolution steps.

• Create and maintain detailed technical documentation, including troubleshooting guides, knowledge base articles, and FAQs.

• Assist the training department in developing and delivering technical training programs for customers, dealers, and internal teams.

• Ensure accurate and timely recording of customer interactions, technical issues, and resolutions in the support ticketing system.

Who are we looking for:

• Proficient in troubleshooting intrusion and IP VDP system issues, including knowledge of network protocols, IP configurations, and video management software.

• Customer-centric mindset with a focus on delivering exceptional support and ensuring customer satisfaction.

• Familiarity with industry standards and protocols, such as SIP, ONVIF, RTSP, TCP/IP, and PoE.

• Willingness to travel occasionally for on-site visits, installations, and training sessions.