Level 2 Technical Support Agent

**The Company** Deep Sentinel is a breakthrough, next\-generation physical security company that combines state\-of\-the\-art technology, artificial intelligence and real\-time video monitoring and human guards to prevent crime in real\-time. No other security company provides this for homes AND businesses. Trusted by hundreds of security integrators and thousands of businesses across the U.S., Deep Sentinel’s patented AI system adds real\-time video monitoring and live human guards to passive security cameras, turning almost any security system into part of Deep Sentinel's exclusive crime\-stopping network. The result: preventing thousands of crimes each month. Deep Sentinel is truly proactive, intervening on potential criminal activity before it happens. Deep Sentinel is literally the only security system that predicts and then prevents incidents before they happen. **The Position** You enjoy solving technical problems, stay calm during escalations, and communicate clearly with customers and teammates. You are proactive, collaborative, and solution\-oriented, with strong critical\-thinking skills and a drive to continuously grow and improve. You’re excited about AI and use it to work more effectively in a fast\-paced environment where priorities can shift quickly. **The Job** * Handle advanced customer technical support cases through phone, chat, email, and video troubleshooting sessions * Troubleshoot complex wireless and Power over Ethernet (PoE) camera system issues, including networking, connectivity, hardware, and software\-related concerns * Support customers and installer partners with advanced networking configurations, VPN troubleshooting, router and switch configuration, and system optimization * Serve as an escalation point for Level I agents and assist with resolving technically complex or high\-priority cases * Partner closely with Engineering to reproduce bugs, document technical findings, and communicate customer impact clearly * Assist customers with remote troubleshooting sessions via Zoom or other video platforms * Maintain accurate documentation and case management within HubSpot or other CRM platforms * Identify recurring technical issues, customer pain points, and process improvement opportunities * Contribute to internal documentation, troubleshooting guides, and knowledge base improvements * Collaborate closely with cross\-functional teams, including Engineering, Product, Operations, and Customer Success * Build strong relationships with customers and partners while serving as a customer advocate internally * Maintain customer confidentiality and handle sensitive information professionally * Participate in evening and weekend support coverage as needed * Serve as an advocate and trailblazer in utilizing AI towards automation, and optimization of work. **Qualifications** **Required Qualifications** * 3\+ years of technical support, help desk, or IT support experience * Strong understanding of networking concepts