Senior Product Support Specialist Job at Optomi, Dallas, TX

SUtzclZkY1NJbjJqSFFLRXNpT3B6OEFXNGc9PQ==
  • Optomi
  • Dallas, TX

Job Description

Senior Product Support Specialist

Optomi, in partnership with a leader in the security and technology solutions industry, is seeking a skilled Senior Product Support Specialist to join a dynamic team focused on delivering exceptional customer experiences. In this role, you will provide expert-level support for our Video Surveillance as a Service (VSaaS) platform, managing both software and hardware components. You will troubleshoot complex technical issues, mentor junior support staff, and help drive process improvements to enhance customer satisfaction. This is a fast-paced, customer-facing role, ideal for someone with a technical background in networking, cloud services, and video surveillance technologies.

What the right candidate will enjoy!

  • Working on cutting-edge AI and security technology!
  • Working in an environment focused on innovation and development of advanced security analytics!
  • The opportunity to work with sophisticated cloud computing platforms!
  • Being a part of a team making a real difference in healthcare and security sectors!

Experience of the right candidate:

  • Strong knowledge of networking protocols (TCP/IP, DHCP, DNS, VPNs, firewalls).
  • Proficiency in Windows, Linux, and macOS operating systems.
  • Familiarity with AWS, Azure, or Google Cloud services for SaaS-based platforms.
  • Basic SQL queries and database troubleshooting.
  • Expertise in troubleshooting hardware, drivers, and system performance.
  • Experience working with external System Integrators and end users.
  • Experience handling complex escalations and debugging using remote diagnostics (RDP, SSH, etc.).
  • Ability to create clear and effective knowledge base articles, technical guides, and FAQs.
  • Familiarity with IT security, compliance standards (SOC 2, GDPR), and cybersecurity best practices.
  • Experience with IoT, smart devices, IP cameras, or embedded systems is advantageous.
  • Experience supporting enterprise SaaS or B2B deployments.
  • Mentorship experience, with a passion for training junior team members.
  • Cross-functional collaboration skills, working effectively with engineering, product, and sales teams.
  • Experience with API and scripting languages (Python, Bash, PowerShell) for automation.
  • Relevant IT certifications (e.g., CCNA, CompTIA Network+, AWS Certified Cloud Practitioner).
  • Prior experience with surveillance or security tech (CCTV, access control, IoT).
  • 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.

Responsibilities of the right candidate:

  • Act as the primary escalation point for complex technical issues related to the VSaaS platform, including troubleshooting video streaming, cloud storage, AI analytics, and hardware integrations.
  • Work closely with engineering, sales, and product teams to resolve critical customer issues efficiently.
  • Develop a deep understanding of the VSaaS platform and its integrations with cloud services (AWS, Azure, Google Cloud), AI technologies, and hardware components such as IP cameras and cloud connectors.
  • Lead technical troubleshooting efforts for customers, ensuring issues are resolved promptly while maintaining transparent communication.
  • Provide mentorship and training to junior support specialists to enhance their technical skills and customer service capabilities.
  • Document troubleshooting guides, FAQs, and self-help resources for customers.
  • Identify process improvements and help implement better tools for support operations.
  • Monitor systems and proactively address potential issues before they impact customers.

Job Tags

Work experience placement,

Similar Jobs

Predator Trucking

Home Daily Pneumatic Tank Drivers Job at Predator Trucking

 ...Local Pneumatic Tank Class A Join Predator Trucking as a Home Daily Pneumatic Tank Driver! Earn $75,000- $95,000 year without needing a "Tank" endorsement. Based in Bellefonte, PA we pride ourselves on being a family-owned and operated company with over 30 years... 

Ultimate Staffing

Warehouse Picker / Packer Job at Ultimate Staffing

 ...fast-paced environment and contribute to efficient warehouse operations. Responsibilities Fulfilling product order invoices....  ...Good communication skills to collaborate with team members. Experience in a warehouse setting is a plus. Required Work Hours... 

CyberCoders

Commercial Roofing Service Manager Job at CyberCoders

 ...Position Overview The Commercial Service Manager - Roofing plays a critical role in overseeing and managing roofing service operations within the commercial sector. We are expanding our services division and this division is growing very quickly and we are hiring a... 

WellNow Urgent Care

Patient Care Technician (PCT) Job at WellNow Urgent Care

WellNow Urgent Care takes pride in creating an environment filled with meaningful work and opportunities by investing in our colleagues. We offer competitive salaries and a comprehensive benefits package which includes numerous continuing education options. WellNow has...

Dick Ferguson's Clothing Store

Salesperson Job at Dick Ferguson's Clothing Store

Company Description Dick Ferguson's is the men's clothing store of Athens, Georgia, established in 1934. For over 9 decades, our store has helped customers all throughout Northeast Georgia at our store located just minutes from downtown Athens. Through the help of our...