Senior Technical Support Specialist

This is a senior, hands-on technical support position focused on resolving complex customer and product issues across CCTV, video telematics, connected hardware and cloud-supported platforms.

You will act as an escalation point for cases that cannot be resolved by 1st or 2nd line support, taking ownership of investigations through to resolution. You will work closely with customers, key accounts, Field Engineers, Product, Development and Operations to diagnose faults, identify root causes and ensure issues are resolved effectively.

This is not a software development or people management role. It is ideal for someone who enjoys detailed technical investigation, problem solving and taking ownership of challenging cases.

What You'll Be Doing

You will:

Manage complex technical incidents, escalations and customer-impacting issues from initial investigation through to resolution

Diagnose faults across CCTV systems, cameras, DVRs, MDVRs, NVRs, GPS tracking devices, SIM connectivity, firmware, software and vehicle power

Review logs, service history, installation records, device health information and system data to identify root causes

Investigate recurring faults and recommend corrective or preventative actions

Create and maintain customer, device, account, alert, permission and platform configurations

Support firmware updates, product changes, new customer deployments and connectivity investigations

Investigate API and platform-related issues using tools such as Postman, Azure logs and basic KQL queries

Recreate technical issues, validate payloads and identify whether problems relate to configuration, customer usage, devices, data or genuine platform defects

Provide clear, evidence-based escalations to Product or Development teams

Support and coach 1st and 2nd line colleagues through technical guidance and knowledge sharing

Create troubleshooting guides, SOPs, FAQs, knowledge articles and known issue documentation

Provide clear updates to both technical and non-technical stakeholders

You will have experience in a senior technical support, 2nd line support, technical operations or technical specialist role.

You will also need:

Experience supporting CCTV, video telematics, vehicle technology, IoT, connected hardware or similar technical products

Strong troubleshooting and fault-finding skills across hardware, software, connectivity, configuration and installation issues

Experience managing escalated cases and customer-impacting technical incidents

Knowledge of cameras, DVRs, MDVRs, NVRs, GPS tracking, SIM connectivity, firmware and remote diagnostics

The ability to analyse logs, system data, service records and installation information

A basic understanding of REST APIs, HTTP status codes, API keys, authentication and permissions

Experience using Postman or similar API testing tools

Exposure to Azure monitoring tools, application logs or basic KQL queries

Strong written and verbal communication skills

A calm, organised and customer-focused approach

Excellent attention to detail and technical documentation skills

Experience with CAN data, SaaS-connected hardware, mobile applications, video retrieval platforms, partner integrations or field service operations would be advantageous.

VisionTrack is a leading provider of video telematics, connected vehicle technology and intelligent fleet solutions. Our technology helps businesses improve driver safety, reduce risk and gain greater visibility across their vehicle operations. We are now looking for an experienced Senior Technical Support Specialist to join our growing Technical Services team.