Security Product Support Specialist
About The Position
EarthCam is seeking a motivated and customer-focused Entry-Level Security Product Support Specialist to support clients. The Entry-Level Security Product Support Specialist is a front-line technical role responsible for supporting customers who use EarthCam’s security camera and video monitoring solutions. This position serves as a key link between customers, engineering, sales, and field services, ensuring systems are properly configured, issues are accurately diagnosed, and users receive fast, clear, and effective support. The role involves reviewing security footage, troubleshooting hardware, software, and network-related issues, assisting with system setup and product usage, and escalating complex problems with detailed technical documentation. This is a hands-on role for someone who wants to build expertise in video surveillance, security technology, and customer-facing technical support while contributing directly to system reliability and customer success.
Requirements
- Passionate about technology and interested in building a career in security systems and product support
- Curious and eager to learn how security platforms, cameras, and software work
- Enjoy working with people and thrive in collaborative, team-based environments
- A clear communicator with strong written and verbal skills
- Able to understand customer challenges and help translate them into practical solutions
- Organized, detail-oriented, and comfortable following processes and documentation
- Motivated to grow into a subject-matter expert and take ownership of learning the product
- Customer-focused, patient, and excited to help users succeed with their technology
- Bachelor’s degree in computer science, Engineering, Information Systems, or a related Technology field is preferred
- Experience using relevant technology and equipment (e.g., CCTV or security camera systems)
- Basic understanding of data analysis and reporting
Nice To Haves
- Exposure to or understanding of vendor management or working with third-party service providers is a plus
- Knowledge of security protocols and procedures is a plus
Responsibilities
- Provide first-level technical support for EarthCam’s security camera and monitoring products
- Assist customers with basic troubleshooting of hardware, software, and connectivity issues
- Review security footage and system data to help identify and resolve common problems
- Escalate complex technical issues to senior support or engineering teams with clear documentation
- Support customer onboarding, basic system setup, and product walkthroughs
- Work with Field Services to ensure installations meet basic technical and performance standards
- Document support cases, solutions, and processes in internal systems
- Learn product features and best practices to continuously improve support quality
- Communicate clearly and professionally with customers and internal teams
Benefits
- Competitive salaries and performance-based bonuses
- 100% company-paid health insurance (single coverage)
- Dental and Vision insurance
- 401(k) plan with generous company matching
- Paid time off plus paid holidays
- Complimentary breakfasts, lunches, and snacks
- Team events, BBQs, and our annual company Olympics
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
51-100 employees
