Technical Support Engineer – CCTV & Linux Systems
Responsibilities:
Navigate, configure, and troubleshoot Linux operating environments hosting video surveillance and management applications.
Diagnose hardware, firmware, lens/PTZ, and video feed issues on Silent Sentinel cameras and ONVIF-compliant security devices over IP networks.
Troubleshoot RTSP video streams, IP routing, subnets, and bandwidth issues impacting live camera feeds.
Manage escalations via phone, chat, and email; document network topologies and system logs in our CRM.
Participate in an after-hours and weekend on-call rotation for emergency critical-system outages.
Basic Requirements
2+ years of technical support experience directly supporting physical security systems, CCTV / Video Surveillance platforms, or enterprise IP camera infrastructure.
Hands-on Linux OS experience with proven ability to navigate the CLI/terminal, analyze system logs, and troubleshoot services running on Linux environments.
Practical experience with IP cameras & video protocols, including ONVIF, RTSP video streaming, VMS platforms, and PTZ/hardware configurations.
Solid networking foundation, including basic TCP/IP troubleshooting, subnets, switches, and network-attached video devices.
Strong English communication skills to clearly explain complex technical, network, and video issues to on-site technicians, system integrators, and customers.
Proven ability to prioritize and resolve critical technical escalations, manage customer expectations, and participate in an on-call emergency support rotation.
Preferred Qualifications
Linux certifications (e.g., CompTIA Linux+, LPI) or Cisco CCNA.
Bachelor/Diploma in Computer Science, IT, Telecommunications, or Electronic Engineering.
Experience using enterprise CRM tools or Knowledge-Centered Service (KCS) practices.