Product Support Coordinator

EarthCam • Upper Saddle River, NJ

6d

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, problems are diagnosed accurately, and users receive effective support. It is a hands-on opportunity to develop expertise in video surveillance, security technology, and customer-facing technical support while contributing to system reliability and customer success.

The position includes troubleshooting hardware, software, and network-related issues; reviewing security footage and system data; assisting with system setup and product use; and escalating complex problems with clear technical documentation. The coordinator also supports onboarding, works with Field Services on installation standards, records support cases and solutions, and learns product features and best practices.

Requirements

• Strong 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 technology.
• Enthusiasm for technology and interest in security systems and product support.

Nice To Haves

• Bachelor’s degree.
• Experience using relevant technology and equipment, such as CCTV or security camera systems.
• Basic understanding of data analysis and reporting.
• 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 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 compensation and salaries.
• Performance-based bonuses.
• 100% company-paid health insurance for single coverage.
• Dental insurance.
• Vision insurance.
• 401(k) plan with company matching.
• Paid time off.
• Paid holidays.
• Complimentary breakfasts, lunches, and snacks.
• Team events, BBQs, and an annual company Olympics.

What This Job Offers

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