Technical Support Specialist

About LILIN

LILIN delivers innovative IP video surveillance and integrated security solutions, including network cameras, network video recorders (NVRs), AI-powered video analytics, and advanced security technologies. Our solutions help customers enhance security, improve visibility, and create smarter, more connected environments.

We are looking for a hands-on, customer-focused Tech Support Engineer to support our customers and sales team with product troubleshooting, demo systems, and real-world camera installations.

About the Role

As a Tech Support Engineer, you will be the first point of contact for customers who need technical help with LILIN products. You will handle support calls and tickets, guide customers through installation and configuration, and help resolve issues with cameras, NVRs, VMS, and networking.

This is not a desk-only support role. You will work hands-on with real equipment every day: setting up and maintaining our demo system and test environment, physically installing and mounting cameras, connecting and configuring PoE and network equipment, and testing products in our office lab.

You will also work closely with the sales team to support product demonstrations, customer trials, pilots, and evaluations, and you will take part in technical training provided by our headquarters in Taiwan.

The ideal candidate is patient with customers, comfortable with tools and physical installation work, and eager to learn IP video surveillance, networking, and AI-powered security technology.

Key ResponsibilitiesCustomer Technical Support & Troubleshooting

· Serve as the first point of contact for customer technical support by phone and email, mainly through Zendesk and phone.

· Provide step-by-step guidance for product installation, configuration, and common issues, including camera connectivity, password reset, and NVR/VMS setup.

· Perform initial triage to identify the issue, reproduce the problem when possible, and escalate to higher-level support as needed.

· Accurately document customer inquiries, troubleshooting steps, and resolutions in Zendesk.

· Follow up on open tickets to ensure timely resolution and customer satisfaction.

· Work closely with team members and senior engineers to learn advanced troubleshooting and industry knowledge.

Hands-On Demo System, Lab & Test Environment

· Set up, configure, and maintain the demo system and demo units in the office, and keep them ready at all times for customer demos, sales meetings, webinars, and training.

· Build and maintain test environments to reproduce customer issues, verify fixes, and test new products, features, and firmware.

· Physically set up cameras, NVRs, PoE switches, and related equipment in the lab, including mounting, cabling, connecting, aiming, and focusing cameras.

· Keep the lab and demo equipment organized, up to date, and in good working condition.

· Perform product demonstrations, remote or in-person, to support the sales team in customer meetings and webinars.

· Assist in updating internal FAQs, support documentation, and demo scripts.

Physical Installation & Field Support

· Perform physical installation of cameras and related equipment for the office demo system, customer evaluations, and, when needed, at customer sites.

· Hands-on work includes mounting cameras, running and connecting cables, connecting PoE and network equipment, and adjusting camera position and field of view.

· Support setup and teardown for trials, pilots, proof-of-concept projects, and local customer demos or training.

· This role requires comfort using basic hand tools, working on a ladder, and lifting and carrying equipment.

Pre-Sales & Team Support

· Communicate with sales team members to understand customer requirements and provide technical support during trials, pilots, and evaluations.

· Support customer trials by preparing, configuring, and testing equipment before it goes out.

· Continuously learn about new products, features, and industry best practices.

· Participate in remote and online training sessions provided by company headquarters in Taiwan as part of onboarding and ongoing technical development.

What We're Looking For

· Associate or Bachelor's degree in IT, Computer Science, Electronics, or a related field, or equivalent hands-on experience.

· 1+ years of experience in a technical support or customer service role. Internships and part-time experience are welcome.

· Familiarity with Zendesk or a similar ticketing system.

· Comfortable handling customer calls in a professional and patient manner.

· Basic knowledge of networking concepts, including IP addresses, Wi-Fi, routers, switches, and PoE.

· A strong hands-on aptitude. You enjoy building, wiring, mounting, and configuring real systems, not only providing remote support from a desk.

· Willingness and ability to perform physical camera installation work, including using hand tools, working on a ladder, and lifting equipment.

· Eager to learn about security cameras, NVRs, VMS, and related products.

· Good communication skills and a customer-first attitude.

· Must be able to work on-site in the Arcadia office full-time. This is not a remote position.

Preferred Qualifications

· Experience setting up and maintaining a demo system, lab, or test environment.

· Hands-on installation experience with IP cameras, low-voltage equipment, structured cabling, or PoE systems.

· Experience in the security or video surveillance industry is a plus, but not required.

· Experience with remote troubleshooting tools or basic Linux commands is helpful.

· Bilingual in English and Mandarin or Spanish is a plus.

Additional Information

· Occasional after-hours support or demo setup may be required on a rotating schedule.

· Some local travel for customer demos, installations, or training may be needed.

· Training at company headquarters in Taiwan may be required for onboarding and technical development.

How Success Is Measured

Success in this role will be measured by your ability to

· Resolve support tickets accurately and in a timely manner.

· Deliver a positive customer experience and earn customer satisfaction.

· Keep the demo system and lab reliable, up to date, and ready for demos at any time.

· Complete hands-on setups and physical camera installations correctly and professionally.

· Document support cases clearly and completely in Zendesk.

· Support sales trials, pilots, and demos that help win customer business.

· Grow your product and networking knowledge and take on more advanced cases over time.

Why Join LILIN?

· Work hands-on with an established portfolio of IP video surveillance and intelligent security solutions.

· Build real technical experience across cameras, NVRs, VMS, networking, and AI analytics.

· Learn directly through training from our headquarters in Taiwan.

· Support a wide range of customers, including security integrators, distributors, and end users.

· Work collaboratively with an experienced sales and technical team in a dynamic environment.

Ready to Build Your Technical Career?

If you are a hands-on technical professional who enjoys helping customers, solving problems, and working directly with real equipment, we want to hear from you.

Join LILIN in Arcadia, California, and help customers get the most out of smarter video surveillance and integrated security solutions.

Pay: $52,000.00 - $66,560.00 per year

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person