Technical Support Engineer

Job Title: Technical Support Engineer
Location: Sunnyvale

Company: LiveReach AI
About LiveReach AI:
LiveReach AI is revolutionizing the physical security industry with cutting-edge artificial intelligence solutions designed to enhance safety, streamline operations, and optimize security workflows for businesses of all sizes. As a fast-growing B2B startup, we provide AI-powered monitoring and analytics platforms that empower organizations to manage security threats proactively, leverage data insights, and improve operational efficiency.

As we scale, we are looking for a Technical Support Engineer to join our team and help ensure the success of our customers by providing exceptional technical support for our AI-powered security solutions.

Position Overview:
The Technical Support Engineer will play a key role in delivering top-tier technical assistance to our customers. You will work closely with clients to troubleshoot, resolve technical issues, and provide proactive support for our products. As part of a dynamic team, you will be helping customers maximize the value of LiveReach AI’s products by ensuring smooth deployment, quick resolution of issues, and overall satisfaction with the solution.

Key Responsibilities:
Customer Support: Provide exceptional technical support to B2B customers via phone, email, chat, and remote tools. Address customer inquiries and issues related to the deployment, configuration, and use of our AI-powered physical security solutions.
Troubleshooting & Issue Resolution: Diagnose and troubleshoot technical issues, including AI model behavior, software bugs, integration challenges, and hardware compatibility. Use diagnostic tools, logs, and other resources to identify root causes and provide effective solutions.
Product Onboarding & Training: Assist customers during the initial setup phase, ensuring proper configuration of the LiveReach AI platform and security hardware. Offer training sessions and documentation to help customers fully leverage our solutions.
Technical Documentation: Create and maintain detailed technical documentation, including knowledge base articles, FAQs, and troubleshooting guides, to help customers resolve common issues independently.
Customer Feedback & Product Improvements: Act as a bridge between customers and our product development teams by gathering feedback on product features and common issues. Help identify recurring problems that may need to be addressed in future product updates.
Escalation Management: Manage and prioritize escalated technical issues, ensuring timely resolution, and maintaining close communication with senior engineers and product teams for complex cases.
Collaboration with Teams: Work closely with engineering, product, and sales teams to ensure customer issues are addressed comprehensively and in a timely manner. Provide insights into recurring customer pain points that could drive future product enhancements.

Key Qualifications:
Technical Expertise:

Strong troubleshooting and diagnostic skills with a deep understanding of hardware/software integration and IT infrastructure.
Knowledge of AI/ML technologies is a plus, especially as they relate to security applications.
Familiarity with physical security systems (e.g., surveillance cameras, sensors, access control systems) is highly desirable.
Experience with networking protocols (TCP/IP, HTTP, VPNs) and cloud-based solutions.
Basic knowledge of databases, APIs, and system integrations.
Customer-Facing Experience:

Proven experience in a technical support, customer success, or system administration role (B2B environment preferred).
Strong customer service orientation, with the ability to explain technical concepts in a clear, understandable manner.
Ability to remain calm and empathetic while handling high-pressure situations, particularly when dealing with urgent or complex customer issues.
Problem-Solving Skills:

Excellent analytical and troubleshooting skills. Able to identify the root cause of technical issues and provide actionable solutions.
Strong attention to detail and ability to work independently to resolve issues in a timely manner.
Communication Skills:

Exceptional written and verbal communication skills. Ability to articulate technical issues clearly to both technical and non-technical stakeholders.
Experience writing technical documentation, FAQs, and knowledge base articles.
Education & Experience:

Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent practical experience).
2+ years of experience in a technical support role, preferably within a SaaS, AI, or security-related industry.
Preferred Qualifications:
Experience with cloud platforms (AWS, Azure, etc.), containerization (Docker, Kubernetes), and microservices architectures.
Familiarity with security protocols (e.g., SSL/TLS, OAuth) and secure system design.
Previous experience with security hardware or physical security solutions (CCTV systems, access control hardware, etc.).
Why Join Us?
Impact: LiveReach AI is at the forefront of transforming physical security with AI technology. Your work will directly impact the safety and security of businesses worldwide.
Fast-Paced Growth: As a fast-growing startup, you'll have the opportunity to make a real difference in our success and grow your career rapidly.
Innovative Environment: Be part of a team that's passionate about AI, innovation, and the future of security.
Culture: Work in a collaborative, dynamic, and supportive team environment. We value creativity, problem-solving, and a commitment to excellence.