Customer Success Representative

Company Description

3dEYE is a leading pure cloud video AI analytics monitoring platform that requires no additional server or bridge purchase. 3dEYE platform is camera-agnostic and includes an administration, live video monitoring, video management portal, AI-powered analytics, and billing portal. With 3dEYE, systems integrators, IT companies, and telcos can create their own turn-key business and offer cloud VSaaS solutions instantly. The platform enables users to deploy multi-site cloud-based live video monitoring and connect tens of thousands of cameras in a matter of days. By leveraging the power of AI analytics and AWS cloud processing benefits, 3dEYE offers top security, reliability, redundancy, minimum latency, unlimited scalability, and cost-effectiveness. We envision a future where security operations are proactive, leveraging cutting-edge technology to ensure safety, efficiency, and rapid response. We aim to empower security professionals with seamless web tools, proactive AI-driven security measures, and advanced automation workflows for smarter live video monitoring and investigations.

‍

Role Description

We are looking for a Technical Customer Success Specialist to join our growing team.This role is critical in ensuring our customers achieve maximum value from our solutions by providing technical support, training, and guidance at every stage of their journey.

This is a full-time remote contract position with flexible hours, primarily covering 6:00p.m. – 2:00 a.m. EST (GMT-4) on weekdays and/or weekends.

Responsibilities

Serve as a trusted advisor to clients, delivering technical and product expertise throughout the customer lifecycle.
Troubleshoot product-related issues, ensuring prompt resolution and customer satisfaction.
Educate prospects and clients on new and existing features, showcasing their impact on business performance.
Monitor customer accounts to maximize platform adoption, performance, and retention.
Lead regular operational and business reviews with client teams.
Act as the main liaison with support and product teams, escalating and tracking issues or feature requests.
Build and maintain strong, long-term client relationships.
Collaborate closely with the sales team to support customer success and business growth.
Identify, replicate, and document software defects using internal tracking systems.
Deliver product training sessions, facilitate certifications, and support ongoing customer enablement.

Qualifications

Degree in Computer Science, Network Administration, or a related analytical discipline.
3+ years of experience in technical account management or customer success within the video surveillance industry.
Excellent communication skills in English (oral and written); technical writing experience is an asset.
Strong knowledge of network architecture and IP camera technology.
Proven ability to map client business needs to product capabilities.
Strong analytical, organizational, and decision-making skills.
Excellent interpersonal skills with a collaborative, customer-first mindset.
Ability to manage multiple tasks independently and meet deadlines in a fast-paced environment.
Availability to work evening/early-morning shifts (6:00 p.m.–2:00 a.m. EST, weekdays and/or weekends).

What We Offer:

A supportive, dynamic, and innovative environment.
Full-time employment on a contract.
Opportunities for professional growth.
Remote work with regular online team meetings.

Application Process

If you think you are a good fit for this role, please submit to HR@3deye.me your CV and a brief letter revealing your customer success / technical support experience with a video surveillance company.

Please do not apply to this role if you don’t have 3+ years of experience in the video surveillance industry.

We appreciate your interest in this role. We will be able tocontact only the most qualified applicants.

Apply