Customer Support Engineer (Video Analytics)

Discipline Information & Communications Technology
Job Reference BBBH139737_1720490295
Salary Negotiable
Consultant Name Joanna Tham Pooi Kwan
Consultant Email [email protected]
Consultant Contact No. 6551 5325
EA License No. 02C3423
Consultant Registration No. R1985398

Customer and Site Management:

  • Act as primary liaison for customers and sites.
  • Conduct maintenance and daily checks on deployments, troubleshoot issues and escalate matters to the CTO.
  • Offer on-going technical guidance, support throughout the deployments by understanding the users' pain points and recommending solutions to address them.
  • Conduct training sessions and workshops to educate customers on the utilization of products and technologies.
  • Ensure customer satisfaction and retention.
  • Monitor and report on key customer success metrics.
  • Willingness to travel to customer sites as required.

Deployment of Video Analytics solutions:

  • Deliver and install hardware to integrate Video Analytics solutions into customers' workflows and systems.


  • Troubleshoot and resolve technical issues to ensure customer satisfaction.

Platform Administration:

  • Provide comprehensive support for the web dashboard and mobile applications, including user account creation, site creation, and troubleshooting.

Cross-functional collaboration:

  • Coordinate internal resources to address customer requirements effectively.
  • Work collaboratively with internal teams to enhance the overall customer experience.
  • Provide constructive product feedback and suggestions to technology team.


  • Contribute to the development of customer success processes, blueprints, and best practices as the team evolves.

Keeping current:

  • Stay informed about the latest industry trends and technologies to enhance customer success strategies.


  • Demonstrated experience in a customer support, customer success or account management role.
  • Background in technical support roles.
  • Knowledge of Computer Vision/Video Analytics/IP Camera technology and platform is a plus
  • Excellent communication, interpersonal, and problem-solving skills.
  • Familiarity in Jira, Confluence and customer success metrics.

Joanna Tham Pooi Kwan EA License No.: 02C3423 Personnel Registration No.: R1985398