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hace 4 semanas
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.
