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Tier1/tier 2 Support Engineer, Cloud Vms

hace 2 semanas

Desde casa, México Hexagon A tiempo completo

Join our dynamic technical support team to focus on our dC3 Video Cloud support team as a Tier 1 / Tier 2 Support Engineer. In this role, you'll be instrumental in diagnosing and resolving issues related to cloud video streaming, connectivity, and camera integration for our global customers and partners. We seek a technically adept individual with a strong foundation in IP cameras and networking, a proactive approach, and a passion for learning cutting-edge video surveillance and cloud-native technologies. This is a contract to hire role.

**Requirements**

  • Strong ability to work independently, demonstrating accountability and self-learning.
  • Excellent English verbal and written communication skills.
  • Proficiency in IP camera setup and configuration, including video stream protocols (RTSP, HLS) and user access management.
  • Solid understanding of computer networks, including routers, NAT, port forwarding, DNS/DDNS, and firewalls.
  • Align with US time zone working hours.
  • Occasional on-call participation for Severity 1 cases (Tier 2 only).
  • Operate within a remote-first team environment that values autonomy and collaboration.

****Preferred Skills (Training Provided)**

  • Experience with network scanning and troubleshooting tools.
  • Familiarity with Docker containers, including installation and deployment on Linux and Windows systems.
  • Basic Linux command line navigation and file handling.
  • Understanding of REST APIs and usage of tools like Postman, Swagger, and curl.
  • Proficiency in using browser developer tools for debugging.
  • Familiarity with Android and iOS for mobile integration troubleshooting.

Country

Mexico

**Responsibilities**

  • Provide Tier 1 and Tier 2 technical support for the dC3 Video Cloud product.
  • Diagnose and troubleshoot issues related to camera setup, network configuration, connectivity, camera streaming, and account management.
  • Utilize tools like ONVIF Device Manager, VLC, and Wireshark to simulate and resolve camera and video stream issues.
  • Collaborate with customer IT teams on firewall configurations, NAT, DDNS, and port-forwarding to address network-level access challenges.
  • Manage support tickets using Salesforce and ADO/JIRA, ensuring timely escalation and resolution tracking.
  • Analyze logs, test integrations, and work closely with R&D and QA for bug analysis and product feedback.
  • Contribute to documentation and knowledge sharing within the team.

What we offer you?

  • Gain exposure to advanced integrations with third-party systems.
  • Join a team that values continuous learning, transparency, and solving real customer problems.
  • Growth opportunities toward Tier 3 support, or other related career opportunities.
  • 100% remote work environment.

Join Hexagon's physical security team

  • Be part of an extraordinary team dedicated to making a difference.
  • Provide best-in-class support and help us create a safer world.
  • Work in a dynamic, innovative environment with opportunities for growth and development.

If you are ready to take on this exciting challenge, please submit your CV in English as we are a global hiring team.