Technical Support Engineer

About the role

Technical Support Engineer

Coram AI is redefining how organizations secure and manage physical spaces. Our cloud-native platform applies computer vision and advanced AI to deliver real-time alerts, clear insights, and streamlined oversight across distributed networks. The goal is to turn every camera and sensor into an intelligent component of a responsive security ecosystem.

Joining us as a Technical Support Engineer means entering a fast-paced environment where clarity, craftsmanship, and measurable impact matter. You will own the initial response to customer inquiries, drive issue resolution, and play a direct role in shaping the reliability of AI-driven security.

Day-to-day responsibilities

You will guide customer investigations from identification through resolution, focusing on networking, devices, and backend services. This involves designing targeted tests that isolate variables within Linux-based systems and network infrastructure. You will coordinate multiple investigations at once, maintaining meticulous records so each case retains full context. When issues require deeper engineering input, you will manage the transition smoothly while preserving continuity. You will also document resolutions in a clear, reusable format that strengthens both internal knowledge and future automation logic.

Primary duties

• Investigate and resolve customer-reported issues related to networking, device configuration, and backend services.
• Guide customers through structured setup, onboarding, and configuration checks to confirm correct system behavior.
• Diagnose connectivity and protocol-level problems involving devices running on Linux environments.
• Balance multiple customer cases, ensuring consistent follow-up and thorough resolution tracking.
• Share insights with engineering and product teams to refine support workflows and prevent recurring issues.
• Feed observed ticket patterns into our support automation AI to improve future response quality.
• Verify system settings after changes to ensure stability across single-site and multi-site deployments.
• Analyze support interaction data to surface trends that could justify new self-service options.

Required background

You hold a Bachelor's degree in Computer Science, Networking, Cybersecurity, IT, or a closely related discipline. You have hands-on experience troubleshooting networking components in live production settings, including IP addressing, DHCP, routing, DNS, ARP, NAT, and firewall behavior. You understand packet flow across the lower layers of the OSI model and can pinpoint typical failure points in video-centric systems. Comfort with Linux command-line tools, log analysis, and network diagnostics is essential. You communicate in a structured, clear manner, able to explain technical steps to both technical and non-technical audiences. Basic scripting capability in Bash or Python is expected to accelerate repetitive diagnostic work. Familiarity with APIs and the ability to read documentation help you integrate support tools into existing platforms.

Valued experience

Direct customer-facing roles in support, solutions engineering, or field operations are beneficial. Prior exposure to security systems, cameras, NVRs, or hardware-integrated software is an advantage. A background in cybersecurity concepts related to device and sensor networks is also a plus. You remain effective in high-pressure, fast-moving situations while preserving accuracy in written communication. You are able to work from our onsite office location.

What we provide

• Competitive compensation package aligned with market benchmarks.
• Full employer coverage of medical, dental, vision, and base life insurance.
• Paid time off plus ten company holidays.
• 401(k) access with both Traditional and Roth options.
• Equity participation in a rapidly scaling company.
• Regular team socials, including dinners and off-site gatherings.
• Provision of the latest Apple hardware and a flexible tech stack that may include tools such as Claude CoWorker, Perplexity Computer, Nooks, Clay, and Instantly.

Our mission is to modernize a large-scale industry by embedding current multimodal LLMs and computer vision into real-world security and operations. From firearm detection to intelligent access control, we convert cameras and sensors into proactive safety and efficiency assets.

Founded by leaders with deep industry experience, including alumni from Lyft Level 5 and top academic institutions, Coram AI has secured substantial backing from leading venture firms. We are recognized for innovation and impact, and we invite you to contribute to technology that influences how people and organizations operate with confidence in the physical world.

What you'll do

• Meet the bar Practical notes