Hybrid (within the Denver Colorado area or commutable range)
Description:
Technical Support Specialist I
Role Overview
In this role, you will serve as the primary technical bridge between internal teams and external field partners. You ensure every installation meets strict technical standards and is completed on schedule. You will collaborate daily with Partner Project Managers, Sales Engineers, and Tier 2 technicians to troubleshoot real-time issues and guide the successful deployment of surveillance systems.
Key Responsibilities
Technical Field Support
Act as the primary technical point of contact for field technicians.
Troubleshoot complex installation issues in real time.
Provide expert guidance during surveillance system deployments.
Quality Assurance
Perform detailed technician checkout processes.
Ensure installations meet the Scope of Work (SOW) and system integration requirements.
Stakeholder Management
Maintain strong working relationships with customers and installation partners.
Provide clear, detailed feedback on technician performance and installation progress.
Documentation
Update internal systems with installation status, troubleshooting steps, and final resolutions.
Log calls, identify problems, and walk users through solutions using standard scripts or checklists.
Coordinate with Tier 2+ IT resources when escalation is required.
Experience Requirements
1–3 years in a technical support role with growing responsibility.
Previous field experience is a major plus.
Technical Skills
Proficiency with Linux, Google Workspace, and ideally Salesforce.
Strong background in networking and system integration.
Familiarity with surveillance system installation and operation.
Soft Skills
High attention to detail
Strong communication with both technical and non-technical stakeholders
Ability to work in a fast-paced, troubleshooting-heavy environment
Customer-focused mindset
Main Responsibilities
Technical Field Support: Primary POC for field technicians; troubleshoot complex issues during installation
Quality Assurance: Execute technician checkout processes; validate integration against Scope of Work
Stakeholder Management: Maintain strong relationships with customers & installation partners; provide performance feedback
Documentation: Update internal systems with installation status & technical resolutions
Technical Support: Log calls, identify problems, use scripts/checklists, escalate to Tier 2 as needed
Key Contributions (First 90–120 Days)
Learn the systems
Leverage internal SOPs and personnel resources
Support customers and installation partners of the Envysion solution
Must-Have Qualifications
Experience: 1–3 years in a technical support role with progressive responsibility
Field experience is a major plus
Technical Skills:
Proficient in Linux
Strong networking background & system integration
Familiarity with surveillance system installation & operation
Google Workspace
Salesforce (ideal)
Soft Skills:
High attention to detail
Excellent communication
Ability to work independently in a fast-paced environment
Software Proficiency
Linux technologies
Google Workspace
Salesforce
Required Experience Level
Entry-level to Mid-level (1–3 years of experience)
Work Environment & Requirements
Office option available (Denver), majority remote
Requires personal remote workspace
Must have reliable internet and ability to take inbound calls
Safety-Sensitive: No
Lifting Requirements: None
Safety Equipment: None
Team Structure & Reporting
Department Function: Operations – assists customers in activating Envysion services & solutions
Cross-Functional Relationships: Primarily Technical Support & Installation Support teams
Reports to: Keenan Bartlett
Direct Reports: None
Optional Information
Nice-to-Have Skills
Experience in SaaS environments
Familiarity with networking infrastructure & diagnostic tools
OSI framework mindset
Industry Experience
Nice to have, but not required if skills align
Notes:
Mon–Fri, 9 AM – 6 PM MT
Hybrid
VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status