Product Line Specialist

Role Summary:

As a Tier I Product Line Specialist (PLS), you will be responsible for providing frontline technical support, system onboarding and troubleshooting, and customer service for our deployed equipment. This role requires a solid understanding of basic networking and hardware systems, a strong ability to communicate with internal operations and external customers, and proficiency in Microsoft Office tools.

Key Responsibilities:

• Customer & Technical Support
  • Serve as the first point of contact for technical issues via phone, email, or ticketing system
  • Troubleshoot camera systems, connectivity issues, and power irregularities
  • Escalate Tier II issues as needed with detailed documentation of prior actions taken
• System Setup & Configuration
  • Perform onboarding and decommissioning of camera systems via 3DEye platform
  • Configure camera settings including resolution, analytics, retention time, and naming conventions
  • Set up alert schedules and notification rules
• Networking & Connectivity
  • Understand and configure DHCP vs. Static IP addressing
  • Access and navigate devices Servers & GUIs via local IPs
  • Troubleshoot modem and cellular issues (Sierra Wireless, Peplink, AirVantage platforms)
  • Perform failover testing on SIM cards and interpret LED status patterns
• Power Systems & Trailer Equipment
  • Monitor and interpret solar and battery power metrics via Victron VRM Portal
  • Update firmware and manage power relays for remote rebooting of devices
  • Understand 12V/24V power distribution and breaker responsibilities
• Administrative & Reporting
  • Accurately document all actions and updates in the helpdesk ticketing system
  • Maintain asset records, SIM tracking, camera permissions, and monthly audit logs
  • Participate in system commissioning/decommissioning workflows

Preferred Experience & Skills:

• Experience with low voltage electrical systems, solar arrays, and battery-powered trailers
• Hands-on familiarity with IP-based camera systems and VMS platforms (e.g., 3DEye)
• Strong understanding of static IP configuration and network architecture
• Prior experience with cellular connectivity platforms (Sierra Wireless, Peplink)
• Able to effectively manage meetings, collaborate with a variety of stakeholders and communicate with all departments of the company to meet company expectations and consumer demands.
• Excellent written and verbal communication skills
• Proficiency with Microsoft Excel and Word
• Strong organizational skills and attention to detail

Minimum Qualifications:

• High School Diploma or GED required; Bachelor’s or technical degree preferred
• 1–2 years in a technical support, field technician, or systems installation role
• Customer service background in a technical or field support capacity

Other Requirements:

• Willingness to work all hours
• This job is not remote and will require the ability to be in office a minimum of 50hrs weekly
• Able to travel at times, out of the area and overnight.
• Ability to lift up to 50 pounds and be on your feet for a significant period of time

Stallion Infrastructure Services is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.