Employment Type:
Full Time
Location:
Remote
Who we are:
TrueLook, a pioneer in IP camera technology, has been serving the multi-trillion-dollar construction industry for over 25 years with our award-winning hardware and innovative SaaS cloud platform. Our growing set of construction security solutions empowers owners and project managers to improve efficiency, profits, and safety on the jobsite.
With over 100 million users served, TrueLook is profitable and growing rapidly, and now we’re looking for driven, intelligent self-starters to join our team. We offer competitive salaries, unlimited PTO and excellent benefits including 100% paid medical plans after one year of employment – and positive family-friendly culture with a real work/life balance. Passion, integrity, and innovation are what drive us. Are you ready to join our team?
About this Role:
The Support Specialist – Software & Jobsite Monitoring is responsible for providing front-line technical support related to TrueLook’s software platform, mobile app, and internal systems, while also assisting with the Jobsite Monitoring (JSM) service offering as needed. This role ensures an excellent customer experience through efficient troubleshooting, technical accuracy, and seamless collaboration across internal teams.
Primary Responsibilities – Software Support:
- Serve as the initial point of contact for software and application-related support inquiries via email, phone, or text.
- Diagnose and resolve issues related to the web platform, mobile app, account access, and general clerical requests.
- Manage user permissions, access control, and account settings in line with security best practices.
- Document and escalate bugs or anomalies to Engineering when appropriate.
- Assist in the investigation and resolution of software-related security incidents.
- Maintain and update internal documentation and user-facing knowledge base articles.
- Coordinate with other teams to support accurate client setup and onboarding.
- Triage incoming support tickets and escalate as needed.
Secondary Responsibilities – Jobsite Monitoring (JSM):
- Assist in the setup, enrollment, and technical support of JSM services.
- Complete and review JSM enrollment forms, ensuring accurate system and customer data entry.
- Help configure IP cameras and network settings for monitoring use.
- Review security footage and participate in system audits when scheduled.
- Troubleshoot and resolve issues related to JSM system performance or connectivity.
- Document and manage escalated JSM-related issues in the CRM.
- Contribute to continuous improvement initiatives within JSM workflows and operations.
Qualifications:
- 1+ years of experience in software support, help desk, or IT support environment.
- Familiarity with web applications, mobile platforms (iOS and Android), and customer ticketing systems (e.g., Salesforce, Zendesk).
- Understanding of cybersecurity fundamentals and user account management.
- Strong written and verbal communication skills.
- Ability to prioritize tasks and manage time effectively in a fast-paced environment.
- Detail-oriented, with a focus on maintaining documentation accuracy.
Preferred Qualifications:
- Experience with SaaS platforms.
- Knowledge of Salesforce, Jira, or Confluence.
- Exposure to basic scripting or diagnostic tools is a plus.
Work Environment:
This role is primarily remote but may require some in office time for training with advanced notice. This position may require participation in on-call or after-hours rotation for high-priority incidents.
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