Technical Support Manager - Vivotek USA Inc

VIVOTEK USA Inc. (TAIEX: 3454), founded in Taiwan in 2000, is a global, technology-driven IP surveillance solutions provider that aims to provide the most trusted intelligent surveillance solutions to society. Due to the company’s expansive technological capabilities in image, audio and AI, system integrators count on VIVOTEK to address end users’ needs for intelligent security, control, and management solutions. The company specializes in IP cameras, video management software, and edge AI video analytics. VIVOTEK has formed strategic alliances worldwide and works with over 180 authorized distributors across more than one hundred countries, with regional offices in U.S., Netherlands, India, Mexico, and Japan. In 2017, the company joined Delta Group, a global leader in power and thermal management solutions, to serve as the security and intelligence core for the Delta Building Automation Business.

Job Title: Technical Support Manager

Job Overview: We are seeking a Technical Support Engineer. To build strong relations and provide support as needed for our existing and new customers and make our business grow. Providing customers with good services is the core philosophy and within our gene. The individual will support the team with the customer’s technical issues via phone call, e-mail, remote session or on-site support. Technical Support Engineer is responsible for handling advanced technical issues, or cases in critical situations. They may take over cases from junior support engineer.  

Responsibilities:

• Responsible for handling advanced technical issues including but not limited in hardware, software and cloud.
• Assist junior support engineer to troubleshooting
• Understanding how customers are using our product, what is their system architecture and propose solution to optimize customer’s system.
• Creating/maintaining knowledge base/how to article/instruction for the product, to provide better customer to the customer.
• Take customer satisfaction as a priority, support TSE team leader review and improve support processes to enhance efficiency, effectiveness.
• Other duties as assigned.

Qualifications:

• Bachelor’s degree in computer programming, audio/visual or related field.
• 5+ years of experience in CCTV/video security equipment industry
• Excellent technical experience of higher-end CCTV, Access Control systems, VSaaS, VMS and other security equipment
• Strong leadership, team management, case management and interpersonal skills
• Excellent customer-centric mindset with problem-solving abilities.
• With accountability, follow up items until it is complete.
• Position requires to be onsite.  
• Additional duties relating to the job may be added at the Manager’s discretionary.

Benefits:

• Competitive salary with commission-based incentives.
• Comprehensive training and ongoing professional development opportunities.
• Health insurance, retirement plans, and other benefits.
• Opportunities for career advancement and growth within the company.
• Positive and collaborative work environment with a supportive team culture.

If you are passionate about being technical and enjoy building relations with customers, we encourage you to apply for this exciting opportunity to join our dynamic team. Please submit your resume outlining your relevant experience and why you are a great fit for this role. We look forward to hearing from you!

VIVOTEK is dedicated to being an equal employer, fostering a diverse and inclusive workplace where everyone has equal opportunities for growth and recognition, free from discrimination or bias. We promote diversity in recruitment, creating an environment where all individuals feel safe, supported, and empowered to thrive.