Technical Support Engineer

Omshakthi Monitoring Service Private LimitedL-148, 5th Main Road, Sector 6, HSR Layout, Bangalore, Karnataka, India - 560102 Job Title: Technical Support Executive Location: Remote Compensation: 4-5 LPAEmployment Type: Full-TimeAbout Omshakthi Monitoring ServiceOmshakthi Monitoring Service (OMS) is a fast-growing remote operations company providing managed video intelligence services to enterprise clients across the United States. We operate around the clock, supporting AI-powered camera systems, hardware deployments, and live monitoring workflows for major US retail and entertainment brands.We are a small, high-ownership team. Everyone here does real work, takes real responsibility, and grows fast.About the RoleWe are looking for a Technical Support Executive who can think on their feet, own problems end-to-end, and thrive in a dynamic, fast-paced environment. This is not a script-following role. You will be the operational backbone of our technology support function — handling everything from device provisioning and network troubleshooting to client-facing ticket resolution — often with incomplete information and tight timelines.If you need hand-holding, this role is not for you. If you enjoy figuring things out, taking ownership, and being the person others rely on — read on.What You Will DoManage and resolve inbound support tickets via HubSpot, ensuring SLA adherence and clear, professional client communication at every stageTroubleshoot hardware and software issues across Mac-based edge devices (Mac Mini / Base Stations), IP cameras, network infrastructure, and cloud-connected platformsPerform remote device diagnostics and resolution using tools like TeamViewer and MDM platformsHandle end-to-end device provisioning: imaging, configuration, static IP setup, JAMF enrollment, and deployment readiness checksTroubleshoot network-layer issues including LAN/WAN connectivity, IP addressing, port forwarding, firewall rules, and VPN configurations — independently and without escalation where possibleConfigure and support camera systems: RTSP streams, virtual cameras, camera mapping, and WebRTC-based live viewSupport platform onboarding for new client sites — coordinating hardware, software configuration, and go-live validationIdentify, document, and escalate complex issues with full context and a clear handover, minimizing resolution timeBuild and maintain internal knowledge base articles, SOPs, and troubleshooting guidesMonitor system health dashboards and proactively flag anomalies before they become client-reported issuesWhat We're Looking ForTechnicalSolid understanding of networking fundamentals: OSI model, TCP/IP, subnetting, DNS, DHCP, NAT, VLANs, and routing conceptsHands-on comfort with IP camera ecosystems, NVR/DVR setups, or video surveillance infrastructureExperience with remote support tools (TeamViewer or equivalent), MDM platforms, and device configurationFamiliarity with Mac OS environments and terminal-level troubleshootingAbility to read logs, interpret errors, and work through problems systematically without a step-by-step guideExposure to helpdesk or ITSM platforms (HubSpot, Freshdesk, Zendesk, or similar)Basic scripting or automation familiarity is a bonus — not a requirementMindset and Work StyleYou take ownership. If a ticket lands in your queue, you see it through — you don't wait for someone to tell you what to do nextYou are comfortable with ambiguity and resourceful when documentation doesn't exist or is incompleteYou can translate technical problems into plain language — for internal teams and for clients who are not technicalYou manage your own time and priorities without needing micromanagementYou are willing to stretch — odd hours, urgent situations, and unfamiliar problems are part of the job, not exceptions to itYou are professional, composed, and clear in all written communication — particularly in client-facing interactionsGood to HavePrior experience supporting US-based clients or working in a US-timezone-aligned roleExposure to AI/video analytics platforms or managed services environmentsNetworking certifications (CompTIA Network+, CCNA) or active pursuit of the sameExperience with basic Python scripting or REST API interaction for automation or diagnosticsWhy Join OMSYou will have real responsibility from day one — not a support queue with a scriptDirect exposure to US enterprise clients and cutting-edge AI video technologyA team that moves fast, values technical depth, and rewards people who take initiativeRoom to grow into senior technical or operations roles as the company scales

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