At a Glance
- Tasks: Resolve complex technical issues and support customers with cutting-edge vehicle technology.
- Company: Join VisionTrack, a leader in video telematics and connected vehicle solutions.
- Benefits: Enjoy a hybrid work environment, competitive salary, and opportunities for professional growth.
- Other info: Be part of a fast-growing team with excellent career development opportunities.
- Why this job: Make a real impact by tackling challenging technical problems in an innovative tech space.
- Qualifications: Experience in technical support and strong troubleshooting skills required.
The predicted salary is between 40000 - 50000 £ per year.
Location: Hybrid, Tunbridge Wells
Contract: Permanent
About VisionTrack
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.
The Role
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
- 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
What We’re Looking For
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.
Why Join VisionTrack?
You will join an innovative and fast-growing technology business where your technical expertise will have a genuine impact on customers, products and internal teams. This is an opportunity to take ownership of complex technical challenges, work with connected vehicle technology and help shape the knowledge and capability of the wider support function. Apply today to join VisionTrack as our new Senior Technical Support Specialist.
Senior Technical Support Specialist employer: Vermelo RPO
Join a forward-thinking company that values technical excellence and continuous improvement, where your expertise as a Large Loss Technical Controller will be pivotal in shaping high-value claims management. Our collaborative work culture fosters innovation and professional growth, offering you the chance to influence best practices while ensuring customer outcomes are protected. Located in a vibrant area, we provide a supportive environment that encourages career development and rewards your commitment to maintaining the highest standards in the industry.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Technical Support Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Vermelo RPO. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Vermelo RPO before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Technical Support Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Vermelo RPO:Your cover letter is your chance to shine! Tell us why you want to work at Vermelo RPO specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Vermelo RPO!
How to prepare for a job interview at Vermelo RPO
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
