Technical Customer Success Specialist

Company Description 3dEYE Inc. is a leading pure cloud video surveillance and AI analytics platform that offers comprehensive solutions for video surveillance needs. The platform includes camera-agnostic features such as heat mapping, object detection, face recognition, ALPR, and more. With 3dEYE, users can deploy multiple site cloud video surveillance platforms quickly and easily. Role Description This is a full-time remote contract role for a Technical Customer Success Specialist at 3dEYE Inc. The Specialist will be responsible for troubleshooting technical issues, providing excellent customer service, offering technical support, and conducting training sessions for platform users. A person in this role must work from 6:00 p.m. to 2:00 a.m. EST (UTC-5) on weekdays.  Responsibilities · Provide technical and product knowledge to support pre- and post-sales activities, ensuring customer satisfaction. · Address product-related questions and technical challenges. · Educate prospects and clients on existing and new product features, demonstrating their impact on business growth. · Monitor accounts to ensure optimal usage and performance of the 3dEYE product. · Conduct and coordinate regular tactical operations reviews with client teams. · Act as a liaison with the support organization to resolve client escalations promptly and log feature requests. · Build and maintain positive relationships with client representatives. · Collaborate efficiently with the sales team to support organizational growth. · Accurately identify, replicate, and document software defects using the appropriate tracking system. · Perform quarterly business reviews and assist with necessary product training sessions and certification process. Qualifications · Degree in Computer Science, Network Administration, or a related technical discipline. · Over 3 years of experience in technical account management or customer success roles in a video surveillance services company. · Excellent oral and written communication skills in English; technical writing experience is a plus. · Excellent knowledge of network architecture and IP camera technology. · Ability to match client business requirements with product capabilities. · Strong analytical reasoning skills for effective decision-making. · Excellent interpersonal skills for building positive relationships with team members. · Strong organizational skills to manage work schedules and meet deadlines. · Ability to multitask efficiently and work efficiently with minimal supervision. · Ability to work early morning shifts on workdays (from 6:00 pm to 2:00 am UTC-5). We Offer: · A supportive, dynamic, and innovative environment. · Full-time contract position. · Opportunities for professional growth. · Potential travels to international trade shows. · Remote work with regular online team meetings. We appreciate your interest in this role. We will be able to contact only the most qualified applicants.