Product Support Coordinator
On-siteUpper Saddle River, New Jersey, United States
Job Summary
Provide first-level customer support for EarthCam's security camera and monitoring products by assisting clients with basic troubleshooting of hardware, software, and connectivity issues. Review security footage and system data to identify and resolve common problems, while supporting customer onboarding, basic system setup, and product walkthroughs. Escalate complex technical issues to senior support or engineering teams with clear documentation and work with Field Services to ensure installations meet technical standards. Document support cases, solutions, and processes in internal systems to continuously improve support quality. Communicate clearly and professionally with customers and internal teams to ensure systems are properly configured and users receive fast, effective assistance.
Required Qualifications
- Bachelor's degree, preferred
- Experience using relevant technology and equipment, preferred
- Basic understanding of data analysis and reporting
- Exposure to or understanding of vendor management or working with third-party service providers, a plus
- Knowledge of security protocols and procedures, a plus
Desired Qualifications
- 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
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