Support Engineer


About The Position

BriefCam is the industry’s leading provider of Video Synopsis® solutions for rapid video review and search, real-time alerting and quantitative video insights. BriefCam products utilize the latest deep learning technology to improve security, safety and efficiency, and are deployed by top law enforcement agencies, governments and Fortune 500 companies across the globe.

We’re growing and looking for a technical support specialist to join our customer success team. We are looking for an experienced and self-driven Technical Support Engineer to join our team!If you are passionate about learning and gaining new skills in this field, don't miss this opportunity!We are looking for a Customer Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware issues and help our customers deploy BriefCam applications.Support Engineer responsibilities include system deployment, resolving customer issues and become the Tier 3 escalation expert for BriefCam technical support teams.



  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Communicate with customers through a series of actions, either via phone, email or chat, until issues are solved
  • Provide prompt and accurate solutions to customers
  • Prioritize and manage several open issues simultaneously
  • Ensure all issues are properly logged
  • Follow up with clients to ensure their systems are fully functional after troubleshooting
  • Work with all internal teams, including sales, engineering and product management
  • Contribute to the team effort by working on team tasks as needed
  • Act as the primary liaison between the company and your customers
  • Track and manage your work record
  • Serve as key technical person for customers and partners, maintain knowledge base and knowledge sharing


  • Proven work experience as a Technical Tier 3 Support Engineer, IT Help Desk Technician or similar role
  • Hands-on experience with Windows/Linux/Mac OS environments
  • Hands-on experience with databases – Oracle, MySQL
  • Experience in Security, and Customer Insights markets, specifically in the Video Management Software (VMS) space, is an advantage
  • Experience in managing customers deployment projects
  • Strong knowledge of both hardware and software products (e.g. PC architectures, networking, TCP/IP, client/server environments, etc.) and excellent technical troubleshooting skills
  • Ability to provide step-by-step technical help, both written and verbal
  • Certification in Microsoft, Linux, Cisco or similar technologies is an advantage
  • Self-motivated
  • Ability to communicate in English fluently, both in writing and orally, is mandatory

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