Technical Support Analyst

  • Salient Systems
  • Austin, TX, USA
  • Apr 26, 2022
Full time Information Technology

Job Description

Salient Systems, a rapidly growing developer of Video Management Systems for the video surveillance market is seeking an experienced Technical Support Analyst for immediate employment. We are in the process of expanding our Professional Services in support of our customer base and sales team. The successful candidate will want to join an exciting fast-paced environment and have the opportunity to develop their skills and grow with our organization. Fun, entrepreneurial spirit & initiative are key elements of the Salient environment.

About the Company

Salient Systems develops Video Management Software and manufactures servers for the physical security industry. Salient Systems products are designed for recording, live view and investigations of both analog and IP video cameras for video security installations. The product, CompleteView, is designed with the IP network in mind. A suite of features provides for minimal bandwidth impact and easy system administration.

Role & Responsibilities

The Technical Support Analyst will be primarily responsible for supporting customers by taking phone calls and emails regarding technical issues that need resolution. The Technical Support Analyst will address, troubleshoot, and resolve these issues as well as use web-based CRM applications to log, track and close these incidents. Additionally, the Technical Support Analyst will provide feedback to management on reported problems, identify bugs, bugs, train and mentor Technical Support Representatives, and contribute to the Salient Systems knowledge base. 

Other tasks and project opportunities may be available as the company grows.  This position reports to the Support Team Manager. No Travel required. Position is onsite at the Austin, TX location.

Qualifications:

  • 5+ years of technical support or related experience.
  • Excellent communication skills.
  • Comprehensive understanding of networking and TCP/IP.
  • Highly Motivated.
  • Experience with physical security industry and/or video surveillance product knowledge.
  • Graduation from an accredited two-year college or technical school. Bachelor’s degree in related field preferred.
  • Knowledge of Personal Computer Hardware and Software; IP-based Networking, and Microsoft Windows Operating Systems.
  • Fluency in Spanish is a plus.

 

In addition to the above qualifications, the successful candidate will be customer service oriented, possess strong troubleshooting/analytical/problem solving skills and demonstrate the ability successfully complete projects on schedule.

Compensation:

Salary is commensurate with experience. 

Salient Systems provides an excellent benefits package including; partial employer paid health insurance, Life/AD&D, and Long-Term Disability, as well as employee paid dental and vision, flexible PTO, and eligibility to participate in the 401(k) plan beginning the first of the month following date of hire. We foster a culture of collaboration through supporting team building events and continuing career growth and development.