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Senior Product Support Specialist Role

2 weeks ago

Dallas, Texas, United States Recruit Group Full time

We are looking for a Senior Product Support Specialist to join our team at The Recruit Group. In this role, you will be responsible for delivering expert-level support for our Video Surveillance as a Service (VSaaS) platform.

About the Job:

You will be the primary point of contact for customers experiencing complex technical issues with the VSaaS platform. Your responsibilities will include diagnosing and resolving advanced issues with video streaming, cloud storage, AI-driven analytics, and system configurations.

You will work closely with engineering and product teams to resolve critical customer concerns efficiently and effectively. You will keep customers informed throughout the resolution process, ensuring transparency and satisfaction.

This role requires a deep understanding of the VSaaS platform architecture, including cloud services, AI functionalities, and hardware components like IP cameras, NVRs, and cloud connectors. You will assist customers with tailored configurations to optimize system performance and scalability.

Key Responsibilities:

  • Advanced Technical Support: Diagnose and resolve advanced issues with video streaming, cloud storage, AI-driven analytics, and system configurations.
  • Platform and System Expertise: Develop a deep understanding of the VSaaS platform architecture and assist customers with tailored configurations.
  • Mentorship and Leadership: Provide guidance and mentorship to junior support specialists and lead training initiatives to keep the support team updated on platform features.

Requirements:

  • Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
  • A minimum of 5 years of experience in technical support or a related field, with a focus on SaaS or VSaaS platforms.