Technical Support Representative (Video Security)

TL;DR

Technical Support Representative (Video Security): Providing technical assistance for cloud video security products including DVRs, cameras, and networking hardware with an accent on troubleshooting network communications and software/hardware issues. Focus on resolving complex customer connectivity problems and developing internal knowledge base articles.

Location: Onsite in Liberty Lake, WA

Salary: $21.00 - $22.50 per hour

Company

hirify.global, a subsidiary of Alarm.com, provides cloud video security, business intelligence, and loss prevention solutions globally.

What you will do

• Troubleshoot network communications including router issues, WAN link outages, and switch problems.
• Analyze and resolve customer hardware, software, and mechanical operation issues.
• Provide professional support to customers via phone, email, and remote automation interfaces.
• Develop knowledge base articles to improve customer self-support capabilities.
• Collaborate with the team to maintain high standards of Heroic Customer Service.

Requirements

• Must be based in or work onsite at the Liberty Lake, WA headquarters.
• 2+ years of experience in customer service, troubleshooting, and repairing DVR and CCTV equipment.
• High School Diploma or General Education Degree (GED).
• Excellent verbal and written communication skills.
• Ability to work in a team-based collaborative environment.
• No sponsorship or immigration-related support is available for this position.

Nice to have

• Knowledge of basic inter-networking operations and protocols.
• Experience in the Security Industry (Cameras, DVRs, Sensors, Relays).
• Knowledge of electrical wiring and proper grounding.
• Familiarity with Linux OS.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance starting on day one.
• 401k plan with up to $5,000 annual company match.
• 15 days of accrued paid vacation per year.
• Opportunity to purchase company stock at a discounted rate.
• Educational Assistance Program for undergraduate and graduate degrees.
• Additional perks including a Lifestyle Spending Account, Pet Insurance, and free Headspace app access.