Technical Support Representative

OpenEye; Liberty Lake (WA); On-site; USD 26,000 - 31,000; Full time

Benefits offered by this job

Health insurance

401k match

Stock purchase program

Paid time off

Dental & Vision

Job summary

OpenEye is seeking a Technical Support Representative to assist customers across all OpenEye products, including DVRs, cameras, and network devices. You will handle phone and email inquiries, diagnose hardware and software problems, and guide users through solutions to keep systems running smoothly.

You will work a full-time shift, Monday through Friday, from 3:00pm to 8:00am Pacific, onsite at our Liberty Lake, WA headquarters, collaborating with an international team and growing with the

Qualifications

• Requires a High School Diploma or GED.
• 2+ years of experience in customer service, troubleshooting, and repairing DVR/CCTV equipment.
• Excellent verbal and written communication skills.
• Must be a problem-solver who is flexible and responsible.

Responsibilities

• Troubleshoot network and DVR/CCTV equipment issues over phone, email, or remote access.
• Support customers with hardware/software issues and process improvement.
• Provide friendly, professional service reflecting OpenEye’s Heroic Customer Service value.
• Create knowledge base articles to help customers self-serve as needed.
• Learn new technologies and take on more responsibilities as the organization grows.

Skills

Customer service

Troubleshooting

Communication skills

Teamwork

Education

High School Diploma

Tools

Linux OS

Job description

Who We Are

OpenEye, the cloud video platform company, provides solutions for video security, business intelligence and loss prevention. For over 20 years, OpenEye has been committed to developing an easy-to-use, comprehensive video management system backed by Heroic Customer Service® and support. Our on-site and cloud-based products can be found protecting schools, hospitals, banks, retail stores, and other facilities around the world. OpenEye’s solutions are available globally through a trusted network of certified service providers.

OpenEye, the cloud video platform company, provides solutions for video security, business intelligence and loss prevention. For over 20 years, OpenEye has been committed to developing an easy-to-use, comprehensive video management system backed by Heroic Customer Service® and support. Our on-site and cloud-based products can be found protecting schools, hospitals, banks, retail stores, and other facilities around the world. OpenEye’s solutions are available globally through a trusted network of certified service providers. OpenEye is a subsidiary of Alarm.com. Learn more at www.openeye.net.

Job Summary

As a Technical Support Representative, you will be responsible for supporting all products OpenEye offers as well as secondary software and products necessary for use. You will provide phone and email support to our customers for a variety of our video security products. Supported products include Digital Video Recorders, Security Cameras, Network Switches and Routers along with the software associated with them. In the role of Technical Support Representative, you will analyze and resolve customer hardware, software, and network problems in a timely and accurate manner. With a career at OpenEye, you will learn new technologies and have the opportunity to grow within the organization.

Schedule

Full-time 8-hour shift, 5 days a week Monday - Friday between the hours of 3:00pm - 8:00am Pacific Time to offer support to our international team. This role will be required to work onsite in our Liberty Lake, WA headquarters.

Role And Responsibilities

• Troubleshoot network communications including router issues, WAN link outage, and switch problems.
• Troubleshoot software/hardware, user processes and mechanical operation.
• Support customers over the phone, email, and/or remote automation interfaces.
• Demonstrate OpenEye’s core value of Heroic Customer Service by providing friendly and professional service.
• Assist the department with creating knowledge base articles to increase customer self-support.
• Learn new technologies and take on more responsibilities as the organization grows.
• Other duties as assigned.

Requirements

• High School Diploma or a General Education Degree
• 2+ years related experience in customer service, troubleshooting and repairing DVR and CCTV equipment
• Excellent verbal and written communication skills
• Must be a problem-solver who is flexible and responsible
• Must be able to work in a team-based collaborative environment
• Enjoy interacting with people
• Work at our Liberty Lake, WA headquarters

Preferred Qualifications

• Knowledge of basic inter-networking operations and protocols, with a demonstrated ability to assist with networking projects.
• Knowledge of Security Industry (Cameras, DVR’s, Sensors, Relays, etc.)
• Knowledge of electrical wiring, proper grounding, etc.
• Knowledge of Linux OS

Please note that sponsorship of new applicants for employment authorization, or any other immigration-related support, is not available for this position at this time.

The Perks!

• The pay range for this position is $19.00 - $22.50 per hour. This role is also eligible for an annual discretionary bonus.
• Employees are eligible to purchase company stock at a discounted rate
• Collaborative, fun, creative culture where idea sharing is encouraged
• Casual dress (Jeans are welcome!)
• Medical, dental, vision & prescription benefits starting day 1! Generous medical plan subsidy and health savings account option with company contribution helps keep your costs low.
• Up to $5,000 annual company match for 401k
• Company paid short-term/long-term disability, AD&D and life insurance
• Lifestyle Spending Account (LSA) to get reimbursed for your well-being needs
• Paid maternity and paternity leave
• Pet Insurance
• Free annual membership to Care.com
• Free access to the Headspace app for you and up to five friends and family members.
• 15 Days of Paid Vacation accrued per year (increases after year 3)
• Paid Sick/Wellness time is accrued at a rate of 1 hour for every 35 hours worked, except where local laws are more generous
• Educational Assistance Program covering non‑degree support, undergraduate and graduate degrees
• Employee Equipment Program – Free Alarm.com system for your home!

OpenEye is an Equal Opportunity Employer

In connection with your application, we collect information that identifies, reasonably relates to or describes you ("Personal Information"). The categories of Personal Information that we may collect include your name, government-issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information. We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or future positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies.

Notice To Third Party Agencies

Alarm.com understands the value of professional recruiting services. However, we are not accepting resumes from recruiters or employment agencies for this position. In the event we receive a resume or candidate referral for this position from a third-party recruiter or agency without a previously signed agreement, we reserve the right to pursue and hire those candidate(s) without any financial obligation to you. If you are interested in working with Alarm.com, please email your company information and standard agreement to [e-mail].

Base Salary Range

$1—$2 USD