Our support team is distributed globally. The Technical Support Engineer opportunity will extend our USA time zone coverage. As a software vendor, our support focuses on consulting with our technical partners and distributors on our video management system (VMS) software over email using the Zendesk ticketing system. Our video management platform consists of client/server applications written on C and there are both iOS/android mobile apps as well as a cloud backend/frontend application hosted in AWS.

You are an experienced Technical Support Engineer (developer or other technical professional) who can understand and troubleshoot various technical issues provided by our customers (technical partners and distributors) via the ZenDesk system. (For more details on our VMS system, please download the demo version at https://nxvms.com to learn more about our product.)

What you’ll be doing:

• Provide the equivalent of tier III technical support for end-users/integrators/developers via Zendesk Support;

• Acquire and Document feedback from the users and developers “in the field” for Product Management;

• Help build up test environments for the QA and development teams, recreate issues, ensure that they are fixed and test the product;

• Create and manage tasks for identified bugs in Jira (software, API/SDK documentation);

• Collect the data about all existing known issues and write articles and community posts with methods to resolve them via Zendesk Help Center.

What we’re looking for:

• Ability to do administration of Windows, Unix and Mac OS:

• Experience doing services & applications installation;

• Development tools installation/configuration;

• Log searching and parsing;

• Remote troubleshooting using ssh/AnyDesk/TeamViewer remote access tools;

• Any automation methods and tools;

• Command line tools and commands;

• Good understanding of the networking (OSI model, TCP/IP stack), important network protocols;

• Understanding of client-server software architecture;

• Experience in troubleshooting web applications and working with web browser console

Nice to have

• Knowledge of the modern multimedia codecs & containers, multimedia transport protocols;

• Experience working with hypervisors (VMware, Virtual Box, etc.);

• Experience video surveillance and video analytics;

• Understanding of REST API paradygm;

• Experience with any scripting programming language (Python, Bash, etc.);

• Some familiarity with ARM devices.

• Experience reading C code

What we offer

• Competitive compensation
• Paid time off 
• Flexible working hours
• Employer-sponsored health coverage
• Working with top industry experts in our international team

Hybrid or Remote

The position is ideally a hybrid role and the office is located in Burbank, CA. We will also consider candidates in San-Francisco Area for the office in Walnut Creek. We will also consider 100% remote.