Technical Support Engineer

Company:

Location:

Experience:

About LENS

AI, Computer Vision, and Biometrics company

Our platforms include:

• LENS View

  – Enterprise Video Management System (VMS)

• LENS View AI Video Analytics

  (ANPR, Crowd Analytics, Fire & Smoke, ITMS, Defence, School Safety)

• LENS ICCC & SCADA

  – Integrated Command & Control platforms

• LENS UNMS

  – Unified Network Management System

• LENS SAFER (सफर)

  – Fleet Tracking, Visitor & Gatepass Management

Role Overview

Support Engineer (L1/L2)

not a call-center support role

technical understanding, ownership, and real-world problem solving

Key Responsibilities

L1 Responsibilities – First Response & Triage

Act as the first point of contact for:

• Client issues
• Deployment issues
• Internal team queries

Perform initial checks related to:

• Configuration
• Permissions & roles
• Network connectivity
• Device status
• Provide clear communication and updates to stakeholders.

L2 Responsibilities – Technical Troubleshooting

Troubleshoot issues related to:

• VMS streaming & playback
• AI analytics behavior
• Alerts, dashboards, and workflows
• Mobile app issues (basic level)
• Analyze logs, configurations, and system behavior.
• Reproduce issues and document them clearly for QA / Engineering escalation.

Coordination & Escalation

• Escalate confirmed bugs to QA with proper details.
• Work with engineering teams during fixes and validations.
• Support demos, pilots, and deployments when required.

Required Skills & Experience

• 1–4 years of experience in

  technical support, system support, or application support

  .

Basic to intermediate understanding of:

• Web applications
• Networking fundamentals
• Server-client architecture
• Ability to read logs, follow workflows, and isolate issues.
• Strong communication and documentation skills.

Preferred (Good to Have)

• Exposure to

  VMS, Surveillance, CCTV, AI systems, IoT, or GovTech platforms

  .
• Experience supporting enterprise or infrastructure deployments.
• Familiarity with Linux basics, APIs, or system monitoring tools.

What This Role Is NOT

• Not a call-center or ticket-only support role.
• Not a non-technical customer service position.
• Not a substitute for engineering.

technical thinking and accountability

What We Offer

• Work on

  live AI and infrastructure-scale platforms

  .
• Exposure to real deployments and system behavior.
• Clear growth path into

  Product Ops / Platform Ops / Technical Specialist

  roles.
• Competitive compensation aligned with capability.