Technical Support Technician

Digital Watchdog is seeking a Technical Support Technician for an on-site, full-time role in Tampa, FL. You will support CCTV products through an inbound support channel, delivering technical assistance and troubleshooting to customers. The position offers a competitive hourly rate of $18.00 to $20.00 and a comprehensive benefits package that supports your health, finances, and professional growth.

Responsibilities

• Provide technical assistance and troubleshooting for CCTV product issues, diagnosing problems, guiding users through solutions, and ensuring timely resolutions.
• Develop and maintain deep product knowledge of CCTV systems, including features, specifications, functionalities, and common customer concerns.
• Create user guides, FAQs, and other documentation; conduct training sessions for customers or internal staff to improve product understanding and usage.
• Log and track customer-reported issues using ticketing systems, monitor progress, and collaborate with engineering or development teams to escalate complex problems.
• Collect customer feedback on their experiences and relay insights to the product team to inform enhancements.
• Conduct quality assurance by testing new releases or updates prior to deployment to customers to maintain reliability.
• Advocate for the customer within the organization, ensuring product decisions reflect customer needs and preferences.
• Stay current with industry trends, product developments, and related technologies to provide informed support and anticipate potential issues.

Requirements

• High School Diploma or GED is required.
• Preferred knowledge of CCTV surveillance, including IP-based NVR and Analog-based DVR systems.
• Professional certifications related to the product or industry can be advantageous (examples include CompTIA A+, Microsoft Certified Professional, or similar).
• Must be able to lift 25 lbs.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Flexible spending account
• Health savings account
• Life insurance
• Professional development assistance
• Referral program
• Retirement plan

Location, Hours, and Compensation

• Location: On-site in Tampa, FL 33634 (Required)
• Work hours: 9:00 am to 6:00 pm (EST)
• Job type: Full-time
• Pay: 18.00 - 20.00 per hour