Product Support Coordinator

EarthCam • Upper Saddle River, NJ

7d

About The Position

EarthCam is seeking a motivated, customer-focused Entry-Level Security Services Support Coordinator to support clients using its security camera and video monitoring solutions. The role connects customers with engineering, sales, and field services to help ensure systems are configured properly, issues are diagnosed accurately, and customers receive clear and effective support.

This customer-facing, hands-on position includes reviewing security footage, troubleshooting hardware, software, and connectivity issues, assisting with system setup and product use, and documenting and escalating complex issues. It offers an opportunity to develop expertise in video surveillance, security technology, and customer-facing technical support while contributing to system reliability and customer success.

Requirements

• Clear written and verbal communication skills.
• Ability to understand customer challenges and translate them into practical solutions.
• Organized, detail-oriented, and comfortable following processes and documentation.
• Customer-focused, patient, and motivated to help users succeed with their technology.
• Basic understanding of data analysis and reporting.

Nice To Haves

• Bachelor’s degree.
• Experience using relevant technology and equipment, such as CCTV or security camera systems.
• Exposure to or understanding of vendor management or working with third-party service providers.
• Knowledge of security protocols and procedures.

Responsibilities

• Provide first-level customer support for EarthCam’s security camera and monitoring products.
• Assist customers with basic troubleshooting of hardware, software, and connectivity issues.
• Review security footage and system data to help identify and resolve common problems.
• Escalate complex technical issues to senior support or engineering teams with clear documentation.
• Support customer onboarding, basic system setup, and product walkthroughs.
• Work with Field Services to ensure installations meet basic technical and performance standards.
• Document support cases, solutions, and processes in internal systems.
• Learn product features and best practices to continuously improve support quality.
• Communicate clearly and professionally with customers and internal teams.

Benefits

• Competitive salaries and performance-based bonuses.
• 100% company-paid health insurance for single coverage.
• Dental and vision insurance.
• 401(k) plan with generous company matching.
• Paid time off and paid holidays.
• Complimentary breakfasts, lunches, and snacks.
• Team events, BBQs, and an annual company Olympics.
• People-first workplace emphasizing innovation, growth, and collaboration.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed