Responsibilities

• Serve as the primary technical resource for video solution implementation and onboarding.
• Act as subject matter expert for escalated operational video support and technical inquiries, ensuring efficient issue resolution and service continuity.
• Lead and assist with onboarding efforts, including consulting on system configuration, equipment setup, and account creation within Monitoring and Video Management platforms.
• Partner closely with the Onboarding team to ensure long-term knowledge transfer, documentation, and support readiness.
• Act as a Subject Matter Expert on sales calls when needed to support solution design and technical validation.
• Define, document, and continuously refine end-to-end Video Monitoring processes across the customer lifecycle. Identify process improvements using technology to streamline and improve the overall customer onboarding experience.
• Collaborate with Video Technology leadership to review performance, identify gaps, and address issues or opportunities

Requirements

• 3+years of experience in an IT, technical support, or helpdesk environment
• Familiarity with IP CCTV / Video systems (installation, configuration, or support experience strongly preferred)
• Working knowledge of WANs, LANs, and Internet Protocols
• Experience using a service ticketing or case management system
• Demonstrated ability to work cross-functionally with Sales, Operations, and Technical teams
• Strong initiative and ability to work independently with minimal supervision
• Process-oriented mindset with the ability to document workflows and procedures
• Comfortable interacting with partners during onboarding, implementation, and ongoing support phases