Associate Technical Support Engineer

Associate Technical Support Engineer - Eastern or Central Time Zone

Who We Are:

Founded in 2018 by engineers from Stanford, Cisco Meraki, and Samsara, Spot AI is the fastest growing Video Intelligence company in the U.S. We are upending the $30 billion video surveillance market with an AI Camera System to help people at work create safer, smarter organizations. In the process, we’re disrupting video security to create a new category of Video Intelligence.

We are experiencing tremendous growth and are deployed at thousands of locations across businesses in 17 different verticals, ranging from local businesses to Fortune 500s. Our customers range from warehousing and healthcare to nonprofits and car washes including SpaceX, ExtraSpace Storage, WineDirect, YMCA, and Veg Fresh Farms.

We’ve recently raised $40M Series B financing to continue to transform how organizations use their video footage. We’re backed by Scale Venture Partners, Redpoint Ventures, Bessemer Venture Partners, StepStone Group, and MVP Ventures.

Who You Are:

You are a problem solver.  You enjoy working closely with customers and cross-functionally with Product, Engineering, Customer Success, and other teams to resolve customer issues and shape product and process.  You have strong written communication skills as much of your communication will be over email.  You have a high degree of attention to detail and pride yourself on accuracy.  You enjoy autonomous work while also getting energy from being part of an inclusive and collaborative team, and you are excited about the emerging and evolving video intelligence market.  Expectations are to close approximately 7 tickets daily and more as experience is gained.

What Excites You:

• Providing world-class customer service for an innovative Video Intelligence company 

• Identifying, prioritizing, diagnosing, and solving technical problems for customers across the stack: network, appliance, and application layers

• Collaborating closely with Product, Engineering, Customer Success and other cross-functional peers to resolve customer issues, enhance support processes and tooling, and helping to shape the direction of the product and the company

• Iterating and improving on existing support processes and internal documentation to help scale up the organization

• Contributing to in-depth customer facing Knowledge Base articles and other resources to help customers better use the product, solve common problems, and learn more about our technology

What Gets Our Attention:

• At least 1 year of professional experience in technical support or a similar role in a high tech environment.  Zendesk experience is a plus, but not required.
• Customer service mindset and attention to detail
• Knowledge of IP video technologies and protocols (camera ingest, FFmpeg, video compression) and/or familiarity with Linux terminal and file system
• Knowledge of fundamental networking (A+ and network+ certified, CCNA preferred) or at least one year of professional experience in mid-range or enterprise networks
• Experience supporting or testing LANs, VLANs, WLANs, VPNs, NAT traversal, and/or DHCP servers
• Basic knowledge of a query language
• Ability to break down technical problems into steps to help customers and internal teams solve these problems 
• Familiarity with log analysis and debugging
• Great documentation skills and familiarity with creating and maintaining Knowledge Base articles

What We Offer:

• Base Salary Range: $53,000 - $88,000 annually. Offered salary will be based on the offered candidate’s demonstrated attributes and competencies related to the role, as well as the offered candidate’s geographical location within the United States.  Your recruiting partner can share more details about the compensation range as it relates to your geography once your interview process has begun.
• Generous early stage equity
• Medical, dental and vision plan options
• 401K with Employer Match
• Flexible and supportive time off practices, including self-managed PTO and a 14-week new parent leave policy
• Learning and Development Opportunities
• Remote work flexibility, including a stipend to setup your ideal home office

What We Value:

We operate under a trio of company values:

1. Customer First, Always.  We are relentlessly curious about our customer’s goals, and seek the simplest solutions to solve their problems.