Technical Support Specialist Tier 2

EarthCam; Upper Saddle River (NJ); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

100% company-paid health insurance

Dental and vision insurance

401(k) plan with company matching

Complimentary meals and snacks

Job summary

EarthCam is looking for a Technical Support Tier 2/Network & Systems Operations Specialist in Upper Saddle River, New Jersey. This role involves providing technical support for camera-based and IP video systems, focusing on backend troubleshooting and network diagnostics.

The ideal candidate will have 2-5 years of technical support experience, a strong understanding of networking fundamentals, and the ability to diagnose complex issues. EarthCam offers competitive salaries, health insurance, and a collaborative work environment.

Qualifications

• 2-5 years of technical support or related IT experience.
• Strong understanding of networking fundamentals including IP addressing and DNS.
• Experience troubleshooting hardware, software, and system connectivity issues.

Responsibilities

• Perform advanced troubleshooting of camera-based and IP video systems.
• Investigate and resolve escalated technical issues.
• Analyze system logs to identify root causes.

Skills

Troubleshooting

Network diagnostics

Analytical skills

Communication

Education

Associate's degree or technical certification

Tools

Ticketing systems

Windows operating systems

Job description

Job Description

EarthCam is seeking a Technical Support Tier 2/Network & Systems Operations Specialist to provide technical support for camera-based and IP video systems. This role focuses on backend troubleshooting, network diagnostics, system analysis, and escalation support for complex technical issues.

The position serves as a technical escalation point for issues that require deeper investigation beyond initial support and plays a critical role in maintaining system reliability and customer success.

This position offers hands‑on exposure to networking, systems diagnostics, enterprise applications, cloud‑based technologies, and large‑scale video deployments.

Responsibilities

• Perform advanced troubleshooting of camera-based and IP video systems.
• Investigate and resolve escalated technical issues from Technical Support Specialists.
• Diagnose network connectivity issues involving IP addressing, DNS, DHCP, routing, switching, and TCP/IP communications.
• Analyze system logs, configurations, and diagnostic information to identify root causes.
• Manage technical escalations through resolution while maintaining ownership of assigned issues.
• Collaborate with Product, Development, Operations, and Engineering teams to resolve complex problems.
• Document troubleshooting findings, resolutions, and technical procedures.
• Assist in maintaining knowledge base articles and support documentation.
• Monitor system performance and identify opportunities for operational improvements.
• Participate in testing, validation, and rollout of new products, features, and system enhancements.

Who You Are

• Passionate about solving technical problems and troubleshooting complex systems.
• Comfortable working with networking concepts and backend technologies.
• Organized, detail‑oriented, and able to manage multiple priorities.
• Strong communicator who can explain technical concepts clearly.
• Self‑motivated and capable of working independently while collaborating with cross‑functional teams.
• Committed to continuous learning and technical growth.

Qualifications

• 2–5 years of technical support, systems support, network support, or related IT experience.
• Strong understanding of networking fundamentals including IP addressing, DNS, DHCP, TCP/IP, and network troubleshooting.
• Experience troubleshooting hardware, software, and system connectivity issues.
• Familiarity with Windows operating systems and web‑based applications.
• Experience working with ticketing systems and support workflows.
• Strong analytical and problem‑solving skills.
• Associate's degree, technical certification, or equivalent experience preferred.
• Experience supporting IP cameras, video systems, CCTV, or streaming technologies is a plus.
• CompTIA Network+, CCNA, or similar certifications are a plus.

What We Offer

We offer a competitive compensation package and a people‑first environment where innovation, growth, and collaboration thrive.

• 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