This is a remote position.
Manage and respond to the APAC support queue, ensuring timely responses and maintaining strong ticket hygiene.
Troubleshoot and resolve hardware, software, and networking issues related to cameras, gateways, and connectivity.
Provide remote support to partners and customers, guiding them through installation, configuration, and troubleshooting steps.
Diagnose and resolve issues related to Raspberry Pi and Linux-based systems.
Assist partners with hands-on troubleshooting procedures, such as reimaging SD cards and configuring Raspberry Pi devices.
Support the rollout of updates, installations, and maintenance tasks across deployed systems.
Communicate clearly with customers to quickly identify root causes and guide them through problem resolution.
Follow up with customers and partners to ensure issues are fully resolved.Work closely with internal teams to escalate and resolve complex technical problems.
Create and maintain technical documentation, troubleshooting guides, and internal procedures.Follow processes defined by the Support Team Lead while proactively identifying opportunities for improvement.
Manage multiple support cases simultaneously while maintaining high service quality.
Requirements
- Prior experience in advanced tech support, advanced desktop support, or a similar role
- Experience with Linux; Strong command-line proficiency, including file manipulation, package management, system configuration, and scripting (e.g., Bash).
- Proficient in troubleshooting network connectivity issues, understanding networking protocols (TCP/IP, HTTP, DNS, DHCP), and experience with VPN configuration.
- Experience configuring Raspberry Pi, troubleshooting hardware/software issues, and involvement in custom projects.
- Excellent communicator of the English language, both written and verbal.
- Strong attention to detail and good problem solving skills
- Degree in computer science, information technology, or a related field or equivalent experience.
- Proactive
- Experience with CCTV/IP Cameras, is a bonus point.
- While this role is fully remote, we are especially keen to consider candidates based in the Philippines to align with team collaboration and time zone requirements.
Benefits
Skills Required
- Prior experience in advanced tech support, advanced desktop support, or a similar role
- Experience with Linux including strong command-line proficiency, file manipulation, package management, system configuration
- Scripting experience (e.g., Bash)
- Proficiency troubleshooting network connectivity and protocols (TCP/IP, HTTP, DNS, DHCP) and VPN configuration
- Experience configuring Raspberry Pi and troubleshooting Linux-based hardware/software (including SD reimaging)
- Excellent English communication skills, written and verbal
- Strong attention to detail and problem solving skills
- Degree in computer science, information technology, or a related field or equivalent experience
- Proactive work style
- Experience with CCTV/IP Cameras
- Based in the Philippines (preferred for timezone/team alignment)
What We Do
Evercam is a global technology company providing a cloud-based platform for real-time visual monitoring and data capture of construction sites. By integrating fixed cameras, drones, and 360-degree imagery with Building Information Modeling (BIM) data, Evercam enables construction teams to track progress, enhance communication, and manage project risk through reality-driven intelligence and AI-powered analytics.
