AIoT Customer Support Specialist

EPIC iO Technologies•Fort Mill, SC

8d•Onsite

About The Position

This role serves as the first line of internal escalation (Tier 2), handling technical issues and escalations from our outsourced Tier 1 support team. The specialist will troubleshoot and resolve issues related to cameras, sensors, software, networks, internet connectivity, notifications, and account maintenance across EPIC iO’s AIoT product portfolio. The ideal candidate is a hands-on problem solver with strong technical troubleshooting skills, excellent communication abilities, and the ability to work efficiently in a fast-paced environment. They will work directly with customers and internal teams to provide high-quality support, drive issue resolution, and ensure a seamless customer experience.

Requirements

3+ years of experience in technical support, customer engineering, or equivalent.
Strong troubleshooting skills in IP networking fundamentals (LAN/WAN, VPNs, firewall configuration, etc.).
Hands-on experience with hardware/software troubleshooting (cameras, sensors, networks, operating systems).
Basic understanding of cloud computing and related services.
Working knowledge of Windows and Linux environments.
Strong interpersonal and communication skills with a customer-first mindset.
Ability to work independently in a fast-paced, evolving environment.
Technical degree, certification, or equivalent experience.

Nice To Haves

Experience with Service Cloud.
Experience with RMM tools (e.g., ConnectWise Control, Cradlepoint NCM).
Familiarity with Video Management Systems (VMS).
Experience supporting IP-based cameras and video codecs (h.264, h.265).
Experience writing support processes and maintaining a knowledge base.

Responsibilities

Act as Tier 2 escalation point for technical issues unresolved by Tier 1 support.
Diagnose and resolve issues related to device configuration, connectivity, networks, and system performance.
Monitor and support customer infrastructure, including Universal IoT Gateways (UIGs), cameras, sensors, cloud services, and other EPIC iO applications.
Configure and troubleshoot camera analytics, IP-based devices, and video solutions.
Escalate issues to Tier 3 or other internal teams when appropriate, ensuring smooth handoff and follow-through.
Train customers and internal team members on the proper use of EPIC iO hardware, software, and services.
Use the ticketing system (Service Cloud) to manage, prioritize, and communicate status updates to customers.
Meet or exceed internal performance metrics (response time, resolution time, customer satisfaction, backlog management).
Provide feedback and recommendations for process improvements, network planning, and system upgrades.
Maintain professional, empathetic, and clear communication with all customers.