Customer Support Specialist (Truckee)

Cloudastructure is hiring a Customer Support Specialist who takes ownership, thinks critically, and can troubleshoot issues end-to-end across security systems and networked environments . This is a hands-on, technical support role — not a script-based or ticket-routing position.

You’ll be the primary point of contact for customers, responsible for diagnosing issues across cameras, cloud video recorders (CVRs), and network connectivity, resolving technical problems, and ensuring a high-quality customer experience.

What You’ll Do

• Serve as the primary support contact via phone, email, and chat
• Own issues from intake through resolution
• Troubleshoot issues across security cameras, cloud video recorder, networks, and system performance
• Diagnose problems related to connectivity, bandwidth, device status, and system configuration
• Investigate issues using platform data, system tools, and device/network health indicators
• Coordinate with Engineering and field technicians when escalation is required
• Communicate clearly with customers and provide timely updates
• Identify patterns and recurring issues to improve support quality

What We’re Looking For

• Experience in a technical support role (IT systems, SaaS, or security systems)
• Working knowledge of networking fundamentals (IP addressing, connectivity, bandwidth, latency)
• Experience with CCTV or security camera systems (cameras, NVRs/CVRs, remote access, troubleshooting)
• Strong troubleshooting skills and ability to think through problems independently
• Comfortable working across multiple systems and tools
• Expert at multi-tasking and staying organized
• Clear, professional communication with customers and technicians
• Ability to stay calm and effective under pressure
• Strong sense of ownership — you follow issues through to resolution

Why This Role

This role is critical to how customers experience Cloudastructure. You’ll play a direct role in resolving technical issues, improving system reliability, and ensuring customers feel supported and confident in our product.