Tier 2 Technical Support Specialist

Tier 2 Technical Support Specialist Gridless Power Pennsauken, NJ Job Details Full-time $55,000 - $75,000 a year 17 hours ago Benefits Paid parental leave Paid holidays Health insurance Dental insurance 401(k) Paid time off Parental leave Vision insurance 401(k) matching Qualifications Phone communication VLAN Video surveillance Attention to detail Problem-solving Remote access software Associate's degree Network Address Translation (NAT) CompTIA A+ Ticketing system technical support Full Job Description Job description: Tier 2 Technical Support Specialist — Solar & Battery Security Solutions About the Position The Tier 2 Technical Support Specialist is the technical problem-solver behind Gridless Power's deployed fleet of solar- and battery-powered security systems. Our autonomous platforms combine off-grid hybrid power with IP cameras, video analytics, and remote monitoring — installed where grid power and reliable connectivity don't exist: construction sites, energy infrastructure, critical infrastructure perimeters, remote facilities, and temporary installations. The Tier 2 Specialist is the escalation point for our Tier 1 team and the day-to-day technical contact for professional installers, IT teams, and government in-house technicians who keep these systems running in the field. From diagnosing a stubborn LTE modem to walking an installer through a VMS configuration, the Tier 2 Specialist owns the troubleshooting cycle, drives issues to resolution, and feeds field-learned lessons back into knowledge base content and product feedback loops. This is a hands-on role for someone who enjoys solving real-world technical puzzles, communicates clearly with technical customers, and takes pride in closing tickets the right way the first time. Requirements 2+ years of experience in a technical support, IT helpdesk, MSP, or field service role; experience supporting IP video, networking equipment, or LTE/5G connectivity preferred Working knowledge of IP video surveillance: cameras, NVRs/VMS platforms, common codecs (H.264/H.265), and basic edge analytics Solid understanding of IP networking fundamentals — TCP/IP, DNS, DHCP, NAT, VLANs, port forwarding, and troubleshooting connectivity over LTE/5G, point-to-point wireless, or satellite backhaul Comfort using ticketing and remote support tools Strong written and verbal communication skills — able to explain technical issues clearly to professional installers, IT staff, and end-user technicians without being condescending or overly jargony Customer-first mindset with patience and a steady demeanor on difficult calls Detail-oriented problem solver who documents work thoroughly and follows tickets through to closure Curiosity and willingness to learn new products, firmware, and field techniques as the platform evolves Associate's degree in IT, network administration, electronics, or a related field, or equivalent work experience and industry certifications (CompTIA A+/Network+, Axis ACE, Avigilon, Milestone, or similar) preferred Willingness to travel up to 5% for occasional field assists, training, or team meetings Must be independently authorized to work in the U.S. — Gridless Power is unable to sponsor or take over sponsorship of an employment visa for this role at this time Responsibilities Serve as the primary escalation point for Tier 1 support, taking ownership of complex tickets covering LTE/5G modems, IP cameras, VMS platforms, access control, and hybrid power systems Diagnose and resolve technical issues by phone, email, ticket, and remote-access session with professional installers, IT teams, and government in-house technicians Reproduce reported issues in a lab/bench environment when needed; coordinate with engineering on root-cause analysis for systemic problems Configure, test, and pre-stage hardware (modems, cameras, gateways) when required to support customer deployments and replacements Walk installers through field troubleshooting steps — antenna placement, APN settings, PoE diagnostics, camera focus and FOV adjustments, VMS connectivity Coordinate RMA processing, replacement shipments, and follow-up to confirm resolution Write and maintain knowledge base articles, troubleshooting guides, and FAQs based on patterns observed across tickets Contribute to installer training material and short how-to videos as needed Track recurring issues and feed structured feedback to engineering, product, and operations teams so chronic problems make it to the roadmap Partner with engineering and account managers on customer technical reviews when escalations require deeper involvement Maintain accurate ticket records, ensuring resolution notes are clear enough that a teammate could pick up where you left off Participate in an on-call rotation for after-hours critical issues as the support team grows Benefits Medical, dental, and vision insurance 401(k) with employer match Paid parental leave PTO, paid holidays, and personal sick time Mileage and travel reimbursement for occasional field work Gridless Power is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Work Location:

On-site in Pennsauken, NJ 08109

Pay:

$55,000.00 - $75,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Vision insurance

Work Location:

In person