Senior Technical Support Specialist
Posted on Jul 14, 2026 by CV-Library
Charing Heath, Kent, United Kingdom
IT
Immediate Start
Annual Salary
Full-Time
Senior Technical Support Specialist
Location: Hybrid, Tunbridge Wells
Contract: Permanent
About VisionTrack
VisionTrack is a leading provider of video telematics, connected vehicle technology and intelligent fleet solutions. Our technology helps businesses improve driver safety, reduce risk and gain greater visibility across their vehicle operations.
We are now looking for an experienced Senior Technical Support Specialist to join our growing Technical Services team.
The Role
This is a senior, hands-on technical support position focused on resolving complex customer and product issues across CCTV, video telematics, connected hardware and cloud-supported platforms.
You will act as an escalation point for cases that cannot be resolved by 1st or 2nd line support, taking ownership of investigations through to resolution. You will work closely with customers, key accounts, Field Engineers, Product, Development and Operations to diagnose faults, identify root causes and ensure issues are resolved effectively.
This is not a software development or people management role. It is ideal for someone who enjoys detailed technical investigation, problem solving and taking ownership of challenging cases.
What You’ll Be Doing
You will:
Manage complex technical incidents, escalations and customer-impacting issues from initial investigation through to resolution
Diagnose faults across CCTV systems, cameras, DVRs, MDVRs, NVRs, GPS tracking devices, SIM connectivity, firmware, software and vehicle power
Review logs, service history, installation records, device health information and system data to identify root causes
Investigate recurring faults and recommend corrective or preventative actions
Create and maintain customer, device, account, alert, permission and platform configurations
Support firmware updates, product changes, new customer deployments and connectivity investigations
Investigate API and platform-related issues using tools such as Postman, Azure logs and basic KQL queries
Recreate technical issues, validate payloads and identify whether problems relate to configuration, customer usage, devices, data or genuine platform defects
Provide clear, evidence-based escalations to Product or Development teams
Support and coach 1st and 2nd line colleagues through technical guidance and knowledge sharing
Create troubleshooting guides, SOPs, FAQs, knowledge articles and known issue documentation
Provide clear updates to both technical and non-technical stakeholders
What We’re Looking For
You will have experience in a senior technical support, 2nd line support, technical operations or technical specialist role.
You will also need:
Experience supporting CCTV, video telematics, vehicle technology, IoT, connected hardware or similar technical products
Strong troubleshooting and fault-finding skills across hardware, software, connectivity, configuration and installation issues
Experience managing escalated cases and customer-impacting technical incidents
Knowledge of cameras, DVRs, MDVRs, NVRs, GPS tracking, SIM connectivity, firmware and remote diagnostics
The ability to analyse logs, system data, service records and installation information
A basic understanding of REST APIs, HTTP status codes, API keys, authentication and permissions
Experience using Postman or similar API testing tools
Exposure to Azure monitoring tools, application logs or basic KQL queries
Strong written and verbal communication skills
A calm, organised and customer-focused approach
Excellent attention to detail and technical documentation skills
Experience with CAN data, SaaS-connected hardware, mobile applications, video retrieval platforms, partner integrations or field service operations would be advantageous.
Why Join VisionTrack?
You will join an innovative and fast-growing technology business where your technical expertise will have a genuine impact on customers, products and internal teams.
This is an opportunity to take ownership of complex technical challenges, work with connected vehicle technology and help shape the knowledge and capability of the wider support function.
Apply today to join VisionTrack as our new Senior Technical Support Specialist
Location: Hybrid, Tunbridge Wells
Contract: Permanent
About VisionTrack
VisionTrack is a leading provider of video telematics, connected vehicle technology and intelligent fleet solutions. Our technology helps businesses improve driver safety, reduce risk and gain greater visibility across their vehicle operations.
We are now looking for an experienced Senior Technical Support Specialist to join our growing Technical Services team.
The Role
This is a senior, hands-on technical support position focused on resolving complex customer and product issues across CCTV, video telematics, connected hardware and cloud-supported platforms.
You will act as an escalation point for cases that cannot be resolved by 1st or 2nd line support, taking ownership of investigations through to resolution. You will work closely with customers, key accounts, Field Engineers, Product, Development and Operations to diagnose faults, identify root causes and ensure issues are resolved effectively.
This is not a software development or people management role. It is ideal for someone who enjoys detailed technical investigation, problem solving and taking ownership of challenging cases.
What You’ll Be Doing
You will:
Manage complex technical incidents, escalations and customer-impacting issues from initial investigation through to resolution
Diagnose faults across CCTV systems, cameras, DVRs, MDVRs, NVRs, GPS tracking devices, SIM connectivity, firmware, software and vehicle power
Review logs, service history, installation records, device health information and system data to identify root causes
Investigate recurring faults and recommend corrective or preventative actions
Create and maintain customer, device, account, alert, permission and platform configurations
Support firmware updates, product changes, new customer deployments and connectivity investigations
Investigate API and platform-related issues using tools such as Postman, Azure logs and basic KQL queries
Recreate technical issues, validate payloads and identify whether problems relate to configuration, customer usage, devices, data or genuine platform defects
Provide clear, evidence-based escalations to Product or Development teams
Support and coach 1st and 2nd line colleagues through technical guidance and knowledge sharing
Create troubleshooting guides, SOPs, FAQs, knowledge articles and known issue documentation
Provide clear updates to both technical and non-technical stakeholders
What We’re Looking For
You will have experience in a senior technical support, 2nd line support, technical operations or technical specialist role.
You will also need:
Experience supporting CCTV, video telematics, vehicle technology, IoT, connected hardware or similar technical products
Strong troubleshooting and fault-finding skills across hardware, software, connectivity, configuration and installation issues
Experience managing escalated cases and customer-impacting technical incidents
Knowledge of cameras, DVRs, MDVRs, NVRs, GPS tracking, SIM connectivity, firmware and remote diagnostics
The ability to analyse logs, system data, service records and installation information
A basic understanding of REST APIs, HTTP status codes, API keys, authentication and permissions
Experience using Postman or similar API testing tools
Exposure to Azure monitoring tools, application logs or basic KQL queries
Strong written and verbal communication skills
A calm, organised and customer-focused approach
Excellent attention to detail and technical documentation skills
Experience with CAN data, SaaS-connected hardware, mobile applications, video retrieval platforms, partner integrations or field service operations would be advantageous.
Why Join VisionTrack?
You will join an innovative and fast-growing technology business where your technical expertise will have a genuine impact on customers, products and internal teams.
This is an opportunity to take ownership of complex technical challenges, work with connected vehicle technology and help shape the knowledge and capability of the wider support function.
Apply today to join VisionTrack as our new Senior Technical Support Specialist
Reference: 225370241
https://jobs.careeraddict.com/post/113557715
Senior Technical Support Specialist
Posted on Jul 14, 2026 by CV-Library
Charing Heath, Kent, United Kingdom
IT
Immediate Start
Annual Salary
Full-Time
Senior Technical Support Specialist
Location: Hybrid, Tunbridge Wells
Contract: Permanent
About VisionTrack
VisionTrack is a leading provider of video telematics, connected vehicle technology and intelligent fleet solutions. Our technology helps businesses improve driver safety, reduce risk and gain greater visibility across their vehicle operations.
We are now looking for an experienced Senior Technical Support Specialist to join our growing Technical Services team.
The Role
This is a senior, hands-on technical support position focused on resolving complex customer and product issues across CCTV, video telematics, connected hardware and cloud-supported platforms.
You will act as an escalation point for cases that cannot be resolved by 1st or 2nd line support, taking ownership of investigations through to resolution. You will work closely with customers, key accounts, Field Engineers, Product, Development and Operations to diagnose faults, identify root causes and ensure issues are resolved effectively.
This is not a software development or people management role. It is ideal for someone who enjoys detailed technical investigation, problem solving and taking ownership of challenging cases.
What You’ll Be Doing
You will:
Manage complex technical incidents, escalations and customer-impacting issues from initial investigation through to resolution
Diagnose faults across CCTV systems, cameras, DVRs, MDVRs, NVRs, GPS tracking devices, SIM connectivity, firmware, software and vehicle power
Review logs, service history, installation records, device health information and system data to identify root causes
Investigate recurring faults and recommend corrective or preventative actions
Create and maintain customer, device, account, alert, permission and platform configurations
Support firmware updates, product changes, new customer deployments and connectivity investigations
Investigate API and platform-related issues using tools such as Postman, Azure logs and basic KQL queries
Recreate technical issues, validate payloads and identify whether problems relate to configuration, customer usage, devices, data or genuine platform defects
Provide clear, evidence-based escalations to Product or Development teams
Support and coach 1st and 2nd line colleagues through technical guidance and knowledge sharing
Create troubleshooting guides, SOPs, FAQs, knowledge articles and known issue documentation
Provide clear updates to both technical and non-technical stakeholders
What We’re Looking For
You will have experience in a senior technical support, 2nd line support, technical operations or technical specialist role.
You will also need:
Experience supporting CCTV, video telematics, vehicle technology, IoT, connected hardware or similar technical products
Strong troubleshooting and fault-finding skills across hardware, software, connectivity, configuration and installation issues
Experience managing escalated cases and customer-impacting technical incidents
Knowledge of cameras, DVRs, MDVRs, NVRs, GPS tracking, SIM connectivity, firmware and remote diagnostics
The ability to analyse logs, system data, service records and installation information
A basic understanding of REST APIs, HTTP status codes, API keys, authentication and permissions
Experience using Postman or similar API testing tools
Exposure to Azure monitoring tools, application logs or basic KQL queries
Strong written and verbal communication skills
A calm, organised and customer-focused approach
Excellent attention to detail and technical documentation skills
Experience with CAN data, SaaS-connected hardware, mobile applications, video retrieval platforms, partner integrations or field service operations would be advantageous.
Why Join VisionTrack?
You will join an innovative and fast-growing technology business where your technical expertise will have a genuine impact on customers, products and internal teams.
This is an opportunity to take ownership of complex technical challenges, work with connected vehicle technology and help shape the knowledge and capability of the wider support function.
Apply today to join VisionTrack as our new Senior Technical Support Specialist
Location: Hybrid, Tunbridge Wells
Contract: Permanent
About VisionTrack
VisionTrack is a leading provider of video telematics, connected vehicle technology and intelligent fleet solutions. Our technology helps businesses improve driver safety, reduce risk and gain greater visibility across their vehicle operations.
We are now looking for an experienced Senior Technical Support Specialist to join our growing Technical Services team.
The Role
This is a senior, hands-on technical support position focused on resolving complex customer and product issues across CCTV, video telematics, connected hardware and cloud-supported platforms.
You will act as an escalation point for cases that cannot be resolved by 1st or 2nd line support, taking ownership of investigations through to resolution. You will work closely with customers, key accounts, Field Engineers, Product, Development and Operations to diagnose faults, identify root causes and ensure issues are resolved effectively.
This is not a software development or people management role. It is ideal for someone who enjoys detailed technical investigation, problem solving and taking ownership of challenging cases.
What You’ll Be Doing
You will:
Manage complex technical incidents, escalations and customer-impacting issues from initial investigation through to resolution
Diagnose faults across CCTV systems, cameras, DVRs, MDVRs, NVRs, GPS tracking devices, SIM connectivity, firmware, software and vehicle power
Review logs, service history, installation records, device health information and system data to identify root causes
Investigate recurring faults and recommend corrective or preventative actions
Create and maintain customer, device, account, alert, permission and platform configurations
Support firmware updates, product changes, new customer deployments and connectivity investigations
Investigate API and platform-related issues using tools such as Postman, Azure logs and basic KQL queries
Recreate technical issues, validate payloads and identify whether problems relate to configuration, customer usage, devices, data or genuine platform defects
Provide clear, evidence-based escalations to Product or Development teams
Support and coach 1st and 2nd line colleagues through technical guidance and knowledge sharing
Create troubleshooting guides, SOPs, FAQs, knowledge articles and known issue documentation
Provide clear updates to both technical and non-technical stakeholders
What We’re Looking For
You will have experience in a senior technical support, 2nd line support, technical operations or technical specialist role.
You will also need:
Experience supporting CCTV, video telematics, vehicle technology, IoT, connected hardware or similar technical products
Strong troubleshooting and fault-finding skills across hardware, software, connectivity, configuration and installation issues
Experience managing escalated cases and customer-impacting technical incidents
Knowledge of cameras, DVRs, MDVRs, NVRs, GPS tracking, SIM connectivity, firmware and remote diagnostics
The ability to analyse logs, system data, service records and installation information
A basic understanding of REST APIs, HTTP status codes, API keys, authentication and permissions
Experience using Postman or similar API testing tools
Exposure to Azure monitoring tools, application logs or basic KQL queries
Strong written and verbal communication skills
A calm, organised and customer-focused approach
Excellent attention to detail and technical documentation skills
Experience with CAN data, SaaS-connected hardware, mobile applications, video retrieval platforms, partner integrations or field service operations would be advantageous.
Why Join VisionTrack?
You will join an innovative and fast-growing technology business where your technical expertise will have a genuine impact on customers, products and internal teams.
This is an opportunity to take ownership of complex technical challenges, work with connected vehicle technology and help shape the knowledge and capability of the wider support function.
Apply today to join VisionTrack as our new Senior Technical Support Specialist
Reference: 225370241
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