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Lead Customer Support Engineer
@Compscience
[Hiring] Lead Customer Support Engineer @Compscience
Feb 21, 2025 - Compscience is hiring a remote Lead Customer Support Engineer. 💸 Salary: $120,000 – $140,000. 📍Location: USA.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
In your role as a Lead Customer Support Engineer at CompScience, you'll be assisting clients with our AI-enabled Computer Vision application. Your technical expertise will be vital in supporting video management, camera infrastructure, and problem resolution on our cutting-edge AI platform for our valued customers.
- 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, documenting and resolving related tickets, and escalating complex issues to the Digital Operations department as needed
Qualifications
- Bachelor's degree in Information Science, Computer Science, Information Technology, or a related field
- 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
- Positive, professional attitude, comfortable working in a dynamic startup environment, and not afraid to think outside of the box
Requirements
- Experience with VMS and familiar with APIs
- IT and/or AWS Certification
- Process Improvement experience and familiarity using APIs
Benefits
- Fast-paced startup environment where your ideas can quickly become reality
- Opportunity to wear multiple hats and grow beyond your job description
- Remote-first culture with home office support
- Comprehensive health benefits (Medical, Dental, Vision, HSA)
- 401(k) plan and life insurance
- Flexible time off and 12 weeks parental leave
- Professional development reimbursement
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| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
đź’¸
$120,000 – $140,000
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Feb 21, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
