Support Engineer

hace 2 semanas

Ciudad de México Connectingology A tiempo completo

Description
**Core Responsibilities**:
Provide Tier 1 and Tier 2 technical support for the dC3 Video Cloud product (Azure or AWS
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.
**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.
5 years

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