About the Technical Support Agent
The Technical Support Agent is responsible for diagnosis, troubleshooting, escalating to the engineering team, and handling escalations from the tech support team. The areas of technical support for our wireless and Power Over Ethernet camera systems span the typical connectivity troubleshooting, power management, and system updates to more complex issues such as advanced VPN, custom network configurations, and advanced support for our installer partners. The technical support channels include phone calls, messaging platforms, and helping customers diagnose technical issues via Zoom or other video chat. They cover the entire customer lifecycle from out-of-box requirements to initial installation to daily troubleshooting.
Responsibilities:- Handling customer technical support cases through telephone, webchat and email submission
- Evaluating networking system and security systems through assessing compatibility of hardware with existing programs
- Troubleshooting networks, switches, routers, and network performance issues
- Maintain client confidence by keeping their information confidential
- Update CRM tickets and manage escalations to the engineering team
- Account maintenance of Deep Sentinel Customers. Including scheduled health checks and developing relationships with key clients. Serve as a liaison and act as an advocate for the customer between the customer and Deep Sentinel
- Evening and Weekend availability is required
Qualifications:- 3+ years of tech support experience
- Experience with remote troubleshooting
- Experience with HubSpot or similar CRM
- Help desk/Technical: 3 years
- 1 year experience with Power Over Ethernet (POE)
Preferred:- 3+ years of experience with advanced networking concepts: IPv4, IPv6, WiFi 2.4ghz and 5GHz, VPN, POE
- Experience with Linux-based operating systems
Compensation: 
