Job Description
About Alpha Integrated Solutions
Alpha Integrated Solutions (AIS) is a leading provider of intelligent security solutions, combining advanced AI software, video surveillance, remote monitoring, mobile surveillance platforms, and Real-Time Crime Center technologies. Our Alpha Vision platform is helping organizations across the United States transform the way they detect, investigate, and respond to security events through the power of artificial intelligence.
- Join us and help shape the future of intelligent security.
Alpha Integrated Solutions (AIS) is seeking a highly motivated and technically skilled Alpha Vision Support Technician to join our growing team. This role is responsible for providing exceptional customer support, technical troubleshooting, system configuration, user training, and ongoing assistance for Alpha Vision deployments across commercial, education, healthcare, retail, government, and law enforcement environments.
The ideal candidate will have experience supporting video management systems, IP cameras, networking technologies, cloud-based applications, and AI-powered security platforms. This individual will serve as a key customer-facing resource, ensuring clients receive timely support and maximize the value of their Alpha Vision investment.
Key Responsibilities
Customer Support & Troubleshooting
- Provide remote and phone support for Alpha Vision software and integrated systems.
- Diagnose and resolve software, camera, network, and connectivity issues.
- Troubleshoot AI analytics, alerts, notifications, and event workflows.
- Manage support tickets and ensure timely resolution of customer issues.
- Escalate complex issues to engineering and development teams when necessary.
Customer Training & Success
- Conduct customer onboarding and training sessions.
- Train users on Alpha Vision features, functionality, and best practices.
- Assist customers with platform adoption and workflow optimization.
- Develop and maintain training materials, guides, and knowledge base content.
- Support customer success initiatives and follow-up activities.
System Configuration & Administration
- Configure users, permissions, and system settings.
- Assist with camera integrations and device onboarding.
- Configure AI analytics, alert rules, and automated workflows.
- Support integrations with video management systems, access control systems, LPR solutions, and third-party platforms.
- Validate system performance following installations and upgrades.
Alpha Vision Feature Support
Provide support and training for:
- Natural Language Search
- AI Analytics
- License Plate Recognition (LPR)
- Appearance Search
- Loitering Detection
- Weapon Detection
- Fight Detection
- Illegal Dumping Detection
- Retail Theft Analytics
- Perimeter Protection
- Automated Incident Reporting
- Virtual Guard Services
- Real-Time Crime Center (RTCC) Workflows
- Smart Alerts and Notifications
- Evidence and Case Management
Documentation & Reporting
- Document customer interactions and support resolutions.
- Create support documentation and troubleshooting procedures.
- Track recurring issues and identify opportunities for product improvement.
- Assist with customer health checks and system audits.
Qualifications: Required
- 2+ years of technical support experience.
- Experience with IP video surveillance systems.
- Understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPNs, and firewalls.
- Strong troubleshooting and problem-solving skills.
- Excellent communication and customer service abilities.
- Ability to explain technical concepts to non-technical users.
Preferred
- Experience with video management systems (Avigilon, Genetec, Milestone, Verkada, Axis, Pelco, etc.).
- Experience supporting cloud-based software platforms.
- Knowledge of AI-powered video analytics.
- Experience with law enforcement, public safety, or Real-Time Crime Center environments.
- ONVIF camera integration experience.
- Access control system knowledge.
What We Offer
- Opportunity to work with cutting-edge AI security technology.
- Fast-growing company with significant advancement opportunities.
- Exposure to commercial, enterprise, education, retail, and public safety projects.
- Collaborative and innovative work environment.
- Ongoing training and professional development.