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.

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