Product Line Specialist - Security & Surveillance

Stallion•Tempe, AZ

4h•Onsite

About The Position

As a Tier I Product Line Specialist (PLS), you will be responsible for providing frontline technical support, system onboarding and troubleshooting, and customer service for our deployed equipment. This role requires a solid understanding of basic networking and hardware systems, a strong ability to communicate with internal operations and external customers, and proficiency in Microsoft Office tools. Schedule : Saturday–Wednesday, 6:00 AM – 3:00 PM

Requirements

High School Diploma or GED required; Bachelor’s or technical degree preferred
1–2 years in a technical support, field technician, or systems installation role
Customer service background in a technical or field support capacity
Willingness to work all hours
This job is not remote and will require the ability to be in office a minimum of 50hrs weekly
Able to travel at times, out of the area and overnight.
Ability to lift up to 50 pounds and be on your feet for a significant period of time

Nice To Haves

Experience with low voltage electrical systems, solar arrays, and battery-powered trailers
Hands-on familiarity with IP-based camera systems and VMS platforms (e.g., 3DEye)
Strong understanding of static IP configuration and network architecture
Prior experience with cellular connectivity platforms (Sierra Wireless, Peplink)
Able to effectively manage meetings, collaborate with a variety of stakeholders and communicate with all departments of the company to meet company expectations and consumer demands.
Excellent written and verbal communication skills
Proficiency with Microsoft Excel and Word
Strong organizational skills and attention to detail

Responsibilities

Serve as the first point of contact for technical issues via phone, email, or ticketing system
Troubleshoot camera systems, connectivity issues, and power irregularities
Escalate Tier II issues as needed with detailed documentation of prior actions taken
Perform onboarding and decommissioning of camera systems via 3DEye platform
Configure camera settings including resolution, analytics, retention time, and naming conventions
Set up alert schedules and notification rules
Understand and configure DHCP vs. Static IP addressing
Access and navigate devices Servers & GUIs via local IPs
Troubleshoot modem and cellular issues (Sierra Wireless, Peplink, AirVantage platforms)
Perform failover testing on SIM cards and interpret LED status patterns
Monitor and interpret solar and battery power metrics via Victron VRM Portal
Update firmware and manage power relays for remote rebooting of devices
Understand 12V/24V power distribution and breaker responsibilities
Accurately document all actions and updates in the helpdesk ticketing system
Maintain asset records, SIM tracking, camera permissions, and monthly audit logs
Participate in system commissioning/decommissioning workflows