Technical Support Specialist Tier 2
About The Position
EarthCam is seeking a Technical Support Tier 2/Network & Systems Operations Specialist to provide technical support for camera-based and IP video systems. This role focuses on backend troubleshooting, network diagnostics, system analysis, and escalation support for complex technical issues. The position serves as a technical escalation point for issues that require deeper investigation beyond initial support and plays a critical role in maintaining system reliability and customer success. This position offers hands-on exposure to networking, systems diagnostics, enterprise applications, cloud-based technologies, and large-scale video deployments.
Requirements
- 2–5 years of technical support, systems support, network support, or related IT experience.
- Strong understanding of networking fundamentals including IP addressing, DNS, DHCP, TCP/IP, and network troubleshooting.
- Experience troubleshooting hardware, software, and system connectivity issues.
- Familiarity with Windows operating systems and web-based applications.
- Experience working with ticketing systems and support workflows.
- Strong analytical and problem-solving skills.
- Associate's degree, technical certification, or equivalent experience preferred.
Nice To Haves
- Experience supporting IP cameras, video systems, CCTV, or streaming technologies is a plus.
- CompTIA Network+, CCNA, or similar certifications are a plus.
Responsibilities
- Perform advanced troubleshooting of camera-based and IP video systems.
- Investigate and resolve escalated technical issues from Technical Support Specialists.
- Diagnose network connectivity issues involving IP addressing, DNS, DHCP, routing, switching, and TCP/IP communications.
- Analyze system logs, configurations, and diagnostic information to identify root causes.
- Manage technical escalations through resolution while maintaining ownership of assigned issues.
- Collaborate with Product, Development, Operations, and Engineering teams to resolve complex problems.
- Document troubleshooting findings, resolutions, and technical procedures.
- Assist in maintaining knowledge base articles and support documentation.
- Monitor system performance and identify opportunities for operational improvements.
- Participate in testing, validation, and rollout of new products, features, and system enhancements.
Benefits
- Competitive salaries and performance-based bonuses
- 100% company-paid health insurance (single coverage)
- Dental and Vision insurance
- 401(k) plan with generous company matching
- Paid time off plus paid holidays
- Complimentary breakfasts, lunches, and snacks
- Team events, BBQs, and our annual company Olympics
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
