About the Role

Hakimo is seeking a Customer Support Engineer to be the primary point of contact for technical inquiries, troubleshooting, and issue resolution for our customers. This individual will manage and resolve technical support cases related to the Hakimo AI SaaS platform and its integration with customers physical security systems. You will work closely with Engineering, Sales - AEs, CSMs teams to ensure customer satisfaction and product improvement. A Customer Support Engineer at Hakimo is a hands-on individual with strong problem-solving skills and knowledge of networking concepts and physical security. We are looking for individuals who can match our fast-paced environment and learn quickly! You will join a team of highly motivated individuals delivering impactful results for the company using the latest cutting-edge computer vision AI technology.

What You'll Do

- Triage, manage, and resolve incoming technical support cases via phone, email, and chat, ensuring timely and effective resolution.
- Troubleshoot and diagnose complex technical issues related to the Hakimo AI SaaS platform, on-premise components, networking, and physical security devices (IP Cameras, NVRs, Access Control Systems).
- Document and track all customer interactions, technical issues, and resolutions in our ticketing system.
- Escalate high-priority or unresolved issues to the Product Engineering team, providing clear and detailed technical descriptions and context.
- Perform Root Cause Analysis, Short Term Fix and Long Term Fix with formal report creations.
- Create and maintain knowledge base articles, technical documentation,



and FAQs to empower customers for self-service.
- Collaborate cross-functionally with Sales, Customer Success, and Engineering to advocate for the customer and drive product improvements.
- You will be working in coordination with a US based point of contact on a daily basis.
- UK shift preferred (2PM - 11PM)

What You'll Bring

- 2-8 years of experience with Bachelor's degree in Information and Computer Technology, Cybersecurity, Networking, IT Security, Computer Engineering or related degree from an accredited university.
- Demonstrate a solid understanding of TCP/IP, UDP, TLS, DNS, HTTP, DHCP, Routers, Switches, NAT, VLANs and L2 devices.
- Understanding about IP Cameras, NVRs, Video Resolutions, ONVIF, RTSP etc.
- Functional knowledge of SaaS and Cloud environments is desired.
- Exhibit outstanding written and verbal communication skills, along with effective presentation abilities.
- Excellent account management, follow-through, and attention to detail.
- Familiarity with ticketing systems such as Zendesk or similar.
- Flexible mindset and positive attitude with a strong desire to learn.
- Experience working with IT infrastructure, Linux operating systems, Virtual Machines, APIs, HTTP Servers, VLC players etc.
- Familiarity with scripting languages such as Python, Shell etc. is a plus for troubleshooting and automation.
- Industry certifications are a plus: Network, Security, CCNA, AWS Solutions Architect, etc.

Benefits

- Competitive salary and equity options
- Health plans similar to large SaaS companies
- Adaptable work arrangements
- Opportunities for learning, growth, and professional development.

📌 Customer Support Engineer (Bengaluru)
🏢 Hakimo
📍 Bengaluru