Who We Are

EarthCam is a global leader in webcam technology that gives construction teams real-time visibility into their jobsites—anytime, anywhere. Our solutions support project monitoring, documentation, promotion, and jobsite security across construction projects worldwide.

Our platform delivers live video, time-lapse recordings, progress tracking, and site security, powered by smart AI tools that turn visual data into useful insights for better decision-making. Since creating the first construction webcam in 1996, EarthCam has been trusted on major projects like One World Trade Center, SoFi Stadium, and the Panama Canal Expansion, and integrates with tools such as Procore, Autodesk, and Bentley.

We're a collaborative, hands-on team that builds our technology in-house and works closely across departments to solve real problems for real users.

Job Description

EarthCam is seeking a highly collaborative and hands-on Customer Operations Manager to lead and develop our Tier 1 and Tier 2 Security Product Support teams.

This leader works alongside the team daily — coaching, troubleshooting, reviewing cases, and elevating technical expertise. The role blends people leadership, hands-on support involvement, operational oversight, and product ownership. You will serve as the bridge between Support, Engineering, Product, and Field Services, ensuring that customer insights directly influence product improvements and system reliability.

This is an ideal opportunity for someone who leads by example, enjoys rolling up their sleeves, and wants to play a meaningful role in both team development and product evolution.

Responsibilities

Lead, mentor, and actively coach Tier 1 and Tier 2 Support Specialists through real-time case reviews and hands-on troubleshooting
Participate directly in complex or escalated technical issues involving hardware, software, networking, and security monitoring systems
Develop structured onboarding programs and ongoing technical training initiatives
Identify skill gaps and build development plans to continuously elevate team capability
Monitor support performance metrics including response times, resolution times, escalation rates, and customer satisfaction
Ensure SLA adherence and maintain high standards of case documentation and root cause analysis
Improve troubleshooting workflows, internal documentation, and knowledge base resources
Analyze recurring support trends and translate insights into product, process, or system improvements
Partner closely with Engineering and Product teams to prioritize fixes, enhancements, and usability improvements
Act as the voice of the customer in cross-functional discussions
Optimize escalation processes between Tier 1 and Tier 2 to improve efficiency and accountability
Support Field Services and Sales teams with technical insight when necessary

Requirements

Who You Are

A strong team builder who leads through collaboration and example
Highly hands-on and comfortable working directly in daily support operations
Passionate about coaching and developing technical talent
Experienced in security systems, IP cameras, video monitoring, and networking fundamentals
Calm and solution-oriented in high-pressure customer situations
Analytical and proactive in identifying patterns and improvement opportunities
Strong communicator who can translate technical challenges into clear business impact

Qualifications

Bachelor's degree in Computer Science, Engineering, Information Systems, or related field preferred
5+ years of experience in technical support, security systems, or related technology
2+ years of leadership, mentorship, or team management experience
Experience working within Tier 1 and Tier 2 support environments
Strong knowledge of hardware troubleshooting, networking concepts, and SaaS platforms
Experience collaborating with Engineering or Product teams is strongly preferred

Benefits

What We Offer

At EarthCam, we believe great work starts with feeling supported, valued, and inspired. We offer a competitive compensation package and a people-first environment where innovation, growth, and collaboration thrive.

Our benefits include:

Base salary starting at 90K yearly
100% company-paid health insurance (single coverage)
Dental and Vision insurance
401(k) plan with generous company matching
Paid time off plus paid holidays
Complimentary breakfasts, lunches, and snacks
Team events, BBQs, and our annual company Olympics

We're proud to foster an energetic, entrepreneurial workplace where your ideas matter and your career can grow.

Recruitment Fraud Disclaimer

EarthCam is committed to maintaining a transparent and secure recruitment process. EarthCam communicates with candidates exclusively using EarthCam email addresses and extends job offers solely by telephone. For more information about the EarthCam recruitment process and avoiding fraudulent job offers, please click here.

https://www.earthcam.net/about/careers/recruitmentfraud/

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