Contextine
Website:
contextine.com
Job details:
We are looking for a Technical Support Executive who enjoys troubleshooting and solving technical problems and helping customers succeed.
In this customer-facing role, you will provide technical support to customers and field technicians, troubleshoot software, hardware, networking, and camera-related issues, and assist with deployments and installations. You will act as a bridge between customers, technicians, and internal teams, taking ownership of issues from identification through resolution.
Success in this role comes from strong troubleshooting skills, clear communication, attention to detail, and a commitment to delivering an excellent customer experience.
What We Are Looking For
- 2-3 years of experience in Technical Support, Deployment, Solution Delivery or similar technical roles
- Excellent written and verbal communication skills
- Experience supporting international customers and technicians - Most Desired
- Strong troubleshooting and analytical skills
- Working knowledge of IP networking concepts including DHCP, DNS, VLANs, subnetting, switches, and firewalls
- Familiarity with Linux commands, SSH, RDP, and remote troubleshooting tools
- Ability to understand and troubleshoot software, hardware, network, and connectivity issues
- Experience working against defined SLAs and operational targets
- Attention to detail and commitment to process adherence
Key Responsibilities
- Provide technical support to international customers through voice, chat, tickets, email, and remote sessions
- Investigate, troubleshoot, and resolve software, hardware, networking, and connectivity issues
- Guide overseas field technicians during installations, deployments, and system onboarding activities
- Access systems remotely using SSH, RDP, and other tools to perform configuration and troubleshooting tasks
- Validate device, camera, and system configurations against customer requirements
- Conduct deployment audits, QA reviews, and installation validations
- Own incidents from identification through resolution, including timely escalation when required
- Maintain accurate documentation, ticket updates, deployment records, and troubleshooting notes
- • Follow client-specific playbooks, standard operating procedures, and knowledge base articles
- Participate in team meetings, training sessions, and continuous improvement initiatives
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