Product Support Coordinator

Earthcam-Inc; Upper Saddle River (NJ); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health insurance

Dental and Vision insurance

401(k) plan with generous company 
-m

Paid time off

Company Olympics

Job summary

EarthCam is seeking an Entry-Level Security Services Support Coordinator to assist customers using our security camera and video monitoring solutions. This role connects customers with engineering, sales, and field services to ensure proper configuration, quick issue diagnosis, and effective support.

Responsibilities include reviewing footage, troubleshooting hardware/software, onboarding, and documenting cases to help improve system reliability and customer success.

Qualifications

• Bachelor’s degree is preferred.
• Experience using relevant technology and equipment preferred (e.g., CCTV or security camera systems).
• Basic understanding of data analysis and reporting.
• 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 customer 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.

Skills

CCTV systems

Data analysis

Vendor management

Security protocols

Education

Bachelor’s degree preferred

Job description

Who We Are

EarthCam is aglobal leader in webcam technologythat gives construction teams real-time visibility into their jobsites—anytime, anywhere. Our solutions support project monitoring, documentation, promotion, and jobsite security across construction projects worldwide.

Our platform delivers live video, time-lapse recordings, progress tracking, and site security, powered by smart AI tools that turn visual data into useful insights for better decision-making. Since creating the first construction webcam in 1996, EarthCam has been trusted on major projects like One World Trade Center, SoFi Stadium, and the Panama Canal Expansion, and integrates with tools such as Procore, Autodesk, and Bentley.

We’re a collaborative, hands-on team that builds our technology in-house and works closely across departments to solve real problems for real users.

Job Description

EarthCam is seeking a motivated and customer-focused Entry-Level Security Services Support Coordinator to support clients. This role is 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. This customer facing 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.

Responsibilities

• Provide first-level customer 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

Who You Are

• 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

Qualifications

• Bachelor’s degree is preferred
• Experience using relevant technology and equipment preferred (e.g., CCTV or security camera systems)
• Basic understanding of data analysis and reporting
• 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

What We Offer

At EarthCam, we believe great work starts with feeling supported, valued, and inspired. We offer a competitive compensation package and a people-first environment where innovation, growth, and collaboration thrive.

Our benefits include:

• 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

We’re proud to foster an energetic, entrepreneurial workplace where your ideas matter and your career can grow.