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Lead Customer Support Engineer

Posted 2 days agoViewed

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💎 Seniority level: Lead, 7+ years

📍 Location: United States

💸 Salary: 120000.0 - 140000.0 USD per year

🔍 Industry: Software Development

🏢 Company: CompScience👥 11-50💰 $10,000,000 Series A over 1 year agoArtificial Intelligence (AI)Computer VisionIndustrialInternet of ThingsMachine LearningInsurTechInsuranceCommercial InsuranceSoftware

🗣️ Languages: English

⏳ Experience: 7+ years

🪄 Skills: AWSCloud ComputingJiraCross-functional Team LeadershipAPI testingCommunication SkillsCustomer serviceRESTful APIsDocumentationTroubleshootingTechnical supportCustomer support

Requirements:
  • 7+ years of experience deploying and supporting IT and/or video surveillance systems in commercial settings, including familiarity with IPV4/IPV6, network topology troubleshooting, and knowledge of IP and analog camera technologies.
  • 2+ years of experience leading IT or Support Engineering teams
  • Experience deploying AWS virtual machines.
  • Excellent troubleshooting and analytical thinking skills, with a proven ability to produce high-quality documentation.
  • Strong customer empathy and a passion for delivering a superior customer experience, demonstrated through experience supporting multiple clients simultaneously and outstanding verbal and written communication skills.
Responsibilities:
  • Provisioning, deploying, and monitoring Generative AI edge devices in industrial environments for real-time safety alerts
  • Instruct clients on the use of CompScience applications, assist in troubleshooting and resolving technical issues related to VMS or camera malfunctions, and coordinate with clients and security vendors for proper installation and setup.
  • Provide customer feedback to Product Management and Engineering teams for feature enhancements, coordinate with Engineering to identify and resolve application bugs, test new releases, and collaborate with Product Management to optimize customer processes and interactions.
  • Lead a cross-functional team of Support Engineers to determine video requirements for client site safety analysis.
  • Manage, support, and troubleshoot internal digital tools and platforms utilized by CompScience (including Google Suite, AWS, Asana, Jira, Slack, RingCentral, proprietary web-based tools, Google Report Writer, and Data Science analytics platforms), documenting and resolving related tickets, and escalating complex issues to the Digital Operations department as needed.
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