Technical Support Specialist
This is a remote position.
Job Summary: As a Technical Support Specialist, you will be responsible for managing and resolving technical support tickets while ensuring a fast first response and high-quality issue resolution for customers and partners in the APAC region. You will troubleshoot complex technical issues, provide timely customer feedback, and support the deployment and maintenance of new installations. In this fully remote role, you will engage directly with customers, partners, and internal teams to diagnose problems, restore services, and ensure a smooth user experience. You will also contribute to improving the Evercam platform by documenting procedures, identifying recurring issues, and proactively gathering feedback to enhance our products and services. The ideal candidate is a proactive, technically skilled problem solver with strong communication skills and a passion for improving customer experience. Duties and Responsibilities:Manage and respond to the APAC support queue, ensuring timely responses and maintaining strong ticket hygiene.
Troubleshoot and resolve hardware, software, and networking issues related to cameras, gateways, and connectivity.
Provide remote support to partners and customers, guiding them through installation, configuration, and troubleshooting steps.
Diagnose and resolve issues related to Raspberry Pi and Linux-based systems.
Assist partners with hands-on troubleshooting procedures, such as reimaging SD cards and configuring Raspberry Pi devices.
Support the rollout of updates, installations, and maintenance tasks across deployed systems.
Communicate clearly with customers to quickly identify root causes and guide them through problem resolution. Follow up with customers and partners to ensure issues are fully resolved.
Work closely with internal teams to escalate and resolve complex technical problems. Create and maintain technical documentation, troubleshooting guides, and internal procedures.
Follow processes defined by the Support Team Lead while proactively identifying opportunities for improvement.
Manage multiple support cases simultaneously while maintaining high service quality.
Requirements
Qualifications:- Prior experience in advanced tech support, advanced desktop support, or a similar role
- Experience with Linux; Strong command-line proficiency, including file manipulation, package management, system configuration, and scripting (e.g., Bash).
- Proficient in troubleshooting network connectivity issues, understanding networking protocols (TCP/IP, HTTP, DNS, DHCP), and experience with VPN configuration.
- Experience configuring Raspberry Pi, troubleshooting hardware/software issues, and involvement in custom projects.
- Excellent communicator of the English language, both written and verbal.
- Strong attention to detail and good problem solving skills
- Degree in computer science, information technology, or a related field or equivalent experience.
- Proactive
- Experience with CCTV/IP Cameras, is a bonus point.
- While this role is fully remote, we are especially keen to consider candidates based in the Philippines to align with team collaboration and time zone requirements.