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.
- 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.
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