FreeHire

Evercam

Technical Support Specialist

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This is a remote position.<\/p>\n

\n Job Summary:<\/b><\/span>
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\n As a Technical Support Specialist, you will be responsible for managing and resolving technical support tickets while ensuring a fast first response and high\-quality issue resolution for customers and partners in the APAC region. You will troubleshoot complex technical issues, provide timely customer feedback, and support the deployment and maintenance of new installations.<\/span>
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\n In this fully remote role, you will engage directly with customers, partners, and internal teams to diagnose problems, restore services, and ensure a smooth user experience. You will also contribute to improving the Evercam platform by documenting procedures, identifying recurring issues, and proactively gathering feedback to enhance our products and services.<\/span>
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\n The ideal candidate is a proactive, technically skilled problem solver with strong communication skills and a passion for improving customer experience.<\/span>
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\n Duties and Responsibilities:<\/b><\/span>
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  • Manage and respond to the <\/span>APAC support queue<\/span>, ensuring timely responses and maintaining strong ticket hygiene.<\/span>
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  • Troubleshoot and resolve <\/span>hardware, software, and networking issues<\/span> related to cameras, gateways, and connectivity.<\/span>
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  • Provide <\/span>remote support to partners and customers<\/span>, guiding them through installation, configuration, and troubleshooting steps.<\/span>
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  • Diagnose and resolve issues related to <\/span>Raspberry Pi and Linux\-based systems<\/span>.<\/span>
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  • Assist partners with <\/span>hands\-on troubleshooting procedures<\/span>, such as reimaging SD cards and configuring Raspberry Pi devices.<\/span>
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  • Support the <\/span>rollout of updates, installations, and maintenance tasks<\/span> across deployed systems.<\/span>
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  • Communicate clearly with customers to quickly identify root causes and guide them through problem resolution.<\/span>
    <\/span>Follow up with customers and partners to ensure issues are fully resolved.<\/span><\/p><\/li>\n

  • Work closely with internal teams to escalate and resolve complex technical problems.<\/span>
    <\/span>Create and maintain <\/span>technical documentation, troubleshooting guides, and internal procedures<\/span>.<\/span><\/p><\/li>\n

  • Follow processes defined by the Support Team Lead while proactively identifying opportunities for improvement.<\/span>
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  • Manage multiple support cases simultaneously while maintaining high service quality.<\/span>
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    Requirements<\/h3>\n
    \n Qualifications:<\/b><\/span>
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    • Prior experience in advanced tech support, advanced desktop support, or a similar role<\/span><\/span>
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    • Experience with Linux; Strong command\-line proficiency, including file manipulation, package management, system configuration, and scripting (e.g., Bash).<\/span>
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    • Proficient in troubleshooting network connectivity issues, understanding networking protocols (TCP/IP, HTTP, DNS, DHCP), and experience with VPN configuration.<\/span>
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    • Experience configuring Raspberry Pi, troubleshooting hardware/software issues, and involvement in custom projects.<\/span>
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    • Excellent communicator of the English language, both written and verbal.<\/span>
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    • Strong attention to detail and good problem solving skills<\/span>
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    • Degree in computer science, information technology, or a related field or equivalent experience.<\/span>
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    • Proactive<\/span>
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    • Experience with CCTV/IP Cameras, is a bonus point.<\/span><\/span>
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    • While this role is fully remote, we are especially keen to consider candidates based in the Philippines<\/b> to align with team collaboration and time zone requirements.
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      Benefits<\/h3>\n
      \n Why Join Evercam<\/b><\/span>
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      \n You\u2019ll be joining a fast\-scaling company redefining how construction projects are managed and measured.<\/span>
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      \n Further information see <\/span><\/span>Why Work in Evercam<\/span><\/span><\/a>
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