IC Realtime

Customer Support Engineer

3050 N Andrews Ave Ext, Pompano Beach, FL 33064 | Posted: 2022-06-24

Who We Are

Established in 2006, IC Realtime is a leading digital surveillance manufacturer serving the Residential, commercial, government, and military security markets. For the last 16 years, we’ve dedicated countless days and hours to providing the world's most advanced & dependable surveillance cameras and video recorders.

The People and Our Values

We work hard and have a collaborative environment. Our values lead in the day-to-day processes and to our success.

Integrity - Integrity is regarded as the honesty and truthfulness of one's actions.

Courage - Standing up for truth is fundamental and withstands danger, fear, or difficulty.

Accountability - To err is human, so making it right is our corporate policy.

Respect - Respect is the regard for the feelings, wishes, rights, or traditions of others.

Excellence - Excellence is a quality that surpasses ordinary standards.

The Perks of working for IC Realtime, LLC

We are committed to providing our people the benefit, resources and educational/training opportunities. As such, we currently offer .

  • Medical, Dental, Vision
  • 401(k) with a discretionary 3% annual match
  • Responsible Time Off
  • Healthy life/work balance
  • Flexible schedules and remote options for many positions
  • Free on-site snacks, drinks, and more
  • Weekly lunches are made in the office by members of the team
  • Development opportunities
  • A commitment to diversity and inclusion fosters an inclusive environment that encourages all employees to bring their authentic selves to work

Your Next Career Opportunity –

A Customer Support Engineer will provide technical support to our customer network for our CCTV/ IP Surveillance products and services through various mediums including but not limited to providing content development, customer training and some IT duties.

Basic job duties include but are not limited to:

  • Maintaining an ‘excellent’ level of technical support for our customers.
  • Candidates will demonstrate grace when interacting with customers while resolving technical problems that span a range of platforms and technologies (Surveillance Hardware / Software (Mobile and Desktop), TCP/IP Networking, Customer Provided Routers for SOHO, Web Technologies, etc)
  • Troubleshooting and/or establishing LAN / WAN connections to our products
  • Install and configure our computer software and mobile applications
  • Continuously learn updated industry and product knowledge regarding best practices and latest technologies
  • Take incoming and make outbound support calls to assist installers, end users with configuring our product
  • Troubleshooting issues with our products through our Hosted Call Center system
  • Remote support as needed for field technicians to better assist with troubleshooting and product training
  • Answer customer emails and maintain correspondence through sustaining support issues
  • Creation of Support Documentation (Deployment Guides, Help Center Articles, and more)
  • Create tickets for return items for various issues using our ERP system

Additional job duties include:

  • Engineering Tasks
  • Help Center Documentation (Knowledge Articles, How-Tos, FAQ’s, etc)
  • Product Documentation (Deployment Guides)
  • Advanced System Configuration (Video Analytics, PTZ Programming, etc)

Education/ Experience:

  • Bachelors in Computer Science/Engineering, or equivalent trade certifications and work experience
  • Excellent written and verbal communication
  • Strong phone contact handling skills and active listening.
  • Ability to multi-task and context-switch effectively between different activities
  • Flexible, team player, get-it-done personality
  • Ability to organize and plan work independently
  • Ability to work in a rapidly changing environment

Language Skills

  • Ability to effectively present information and respond to questions from groups of Managers, clients, customers, and the public.

Mathematical Skills

  • Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.

Reasoning Ability

  • Ability to solve practical problems with a variety of concrete variables in situations where one limited standardization exists.
  • Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Other Qualifications

  • Flexibility: priorities change very quickly in this position.
  • Must be able to manage multiple projects and adapt to changing situations

**Job Type: Full-time

Salary: Starting $38,000. per year PLUS performance incentives


Job Type: Full-time

Pay: From $18.00 per hour


  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Employee assistance program
  • Employee discount
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance


  • 8 hour shift
  • Monday to Friday

Supplemental Pay:

  • Bonus pay

Ability to commute/relocate:

  • Pompano Beach, FL 33064: Reliably commute or planning to relocate before starting work (Preferred)


  • Customer service: 2 years (Required)

Work Location: One location

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