Hirsch · 1 week ago
Technical Support Specialist - Tier II (Video)
Santa Ana, CA
Full-time
Onsite
Mid Level
$65K/yr - $70K/yr
3+ years expHirsch is a global leader in physical security, offering innovative solutions in access control and video intelligence. The Technical Support Specialist Level II will provide advanced technical support for Hirsch's product technologies, manage customer issues, and collaborate with various teams to ensure customer satisfaction.
Cyber SecurityDeveloper PlatformHardwareIdentity ManagementInternet of ThingsNetwork SecurityNFCRFIDSecurity
Responsibilities
Receive inbound customer technical support calls via a phone and email queue; utilize trouble ticket application and databases to manage and resolve the customer issues
Accurately and thoroughly document cases including problem, corrective actions and solutions
Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary
Escalate issues to Support Level III as needed
Connecting/Configuring Hardware, i.e Mix and match analog, IP, megapixel and PTZ cameras
Install and configure network hardware to include switches, routers, cabling, servers, and wireless devices
Video Management System (VMS) NVR, Hybrid Video Recorders (HVR), CCTV and Access Control configuration
Manage data backups and archives
Act as a Trusted Advisor to customers
Qualification
Required
3+ years installing/servicing Video Management Systems (VMS) or NVRs
IP Video and IT Experience
Ability to diagnose problems
Ability to actively participate in team support by proposing and implementing solutions
Exceptional customer service, overall communication and technical writing skills
Ability to communicate and work with other internal departments
Ability to work independently with minimal management supervision and as part of team
Demonstrated aptitude for providing exceptional customer service in politically charged environments
Basic Video Product knowledge
Entry level networking concepts
Basic knowledge of Domains, servers, clients
Experience with virtualization technology including VM Ware or Microsoft Virtual Server
Basic Product knowledge and Understanding of Operating Systems
Preferred
Experience with Video Analytics
Experience with Video Storage
Store and retrieve video data from VMS Servers, NVRs/HVRs and NAS/SAN Storage
Manage video Archives and backups
Benefits
Fidelity 401(k) + Company Match
11 Company Paid Holidays
Generous Paid Time Off
Medical, Dental, & Vision Insurance
FSA/HSA
Fun Employee and Family Events
Employee Wellness Program
Supplemental Life Insurance, AD&D Insurance, and Dependent Care plans
A range of discounted products and free services
Company
Hirsch
Hirsch is a global leader in high-security access control, video intelligence, perimeter protection, and identity authentication solutions.
51-200 employees
H1B Sponsorship
Hirsch has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2022 (2)
2021 (1)
2020 (1)
Funding
Current Stage
Public CompanyTotal Funding
$20M2017-02-13Debt Financing· $20M
1997-10-07IPO
1996-11-15Series B
Leadership Team
Steve Humphreys
CEO
Recent News
GlobeNewswire
2026-01-07
Company data provided by crunchbase