Principal Support Technician (Internal Applicants Only)

Position Summary

The Principal Support Technician is a key member of our technical support team, responsible for providing advanced technical assistance and guidance to key customers. This role requires deep technical expertise, exceptional problem-solving skills, and a strong commitment to customer satisfaction.

Duties & Responsibilities

• Provide Expert Technical Assistance: Serve as the primary point of contact for resolving complex technical issues escalated from lower-tier support teams. Utilize advanced troubleshooting techniques to diagnose and resolve technical problems efficiently.

• Mentorship and Training: Act as a mentor and technical resource for junior support technicians, providing guidance, training, and support to enhance their technical skills and knowledge.

• Escalation Management: Manage and prioritize escalated support cases, ensuring timely resolution and effective communication with customers and internal stakeholders.

• Continuous Improvement: Proactively identify opportunities to improve support processes, documentation, and tools to enhance the overall efficiency and effectiveness of the technical support team.

• Collaboration: Collaborate closely with cross-functional teams, including product development, engineering, quality assurance, sales, and customer success to escalate and resolve complex technical issues and drive product improvements.

• Customer Advocacy: Advocate for customers' needs and feedback within the organization, representing the voice of the customer and driving initiatives to enhance the overall customer experience.

• Documentation and Knowledge Sharing: Create and maintain technical documentation for Stealth hardware and NVR software, troubleshooting guides, and knowledge base articles to facilitate efficient problem resolution and knowledge sharing across the organization.

• Stay Updated on Technology Trends: Stay abreast of emerging technologies, industry trends, and best practices in technical support to continuously enhance skills and knowledge.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field preferred.

• Minimum of 7 years of experience in technical support or IT operations, with a focus on troubleshooting complex technical issues.

• Proven expertise in diagnosing and resolving hardware and software-related problems across multiple platforms and environments.

• Strong analytical and problem-solving skills, with the ability to think critically and creatively to resolve technical challenges.

• Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to both technical and non-technical audiences.

• Demonstrated ability to work independently and collaboratively in a fast-paced, dynamic environment.

• Certifications such as CompTIA A+, Network+, or Microsoft Certified Systems Engineer (MCSE) are a plus.

• Experience with customer relationship management (CRM) systems and help desk software is preferred.

• The Master Technical Support Technician plays a critical role in ensuring the successful resolution of complex technical issues and driving a positive customer experience. This role requires a blend of technical expertise, leadership skills, and a customer-centric mindset to deliver exceptional support and contribute to the overall success of the organization.

Stealth Monitoring does not unlawfully discriminate on the basis of race, color, creed, religion, gender (including pregnancy or related medical conditions), national origin, ancestry, age, physical or mental disability, medical condition including genetic characteristics, family care status, veteran status, marital status, sexual orientation, gender identity or gender expression, or any other consideration made unlawful by federal, state, or local laws.