Technical Support Engineer

About the company

Coram AI is an AI-native physical security platform that centralizes video, access control, visitor management, and emergency workflows to help organizations investigate incidents faster and improve operational visibility.

About this role

At Coram AI, we’re reimagining video security for the modern world. Our cloud-native platform uses computer vision and AI to help businesses stay safe, make smarter decisions, and move faster; from real-time alerts to seamless clip sharing and multi-site visibility. You’ll be joining an ambitious, fast-moving team that values clarity, craftsmanship, and impact. Every person here has a voice, ships meaningful work, and helps shape how AI can make the world safer and more connected. The role: As a Technical Support Engineer, you will be on the front line, triaging customer tickets (via Intercom or email). You'll be responsible for the initial debugging of issues, resolving most on your own and escalating to the engineering team when needed. You'll contribute to our support automation system. You'll manage multiple customers simultaneously, often across several days, so strong organization and attention to detail are critical to ensure nothing slips through the cracks. Responsibilities: - Troubleshoot customer issues across networking, devices, and backend services - Support customer setup, onboarding, and configuration to ensure systems are working correctly. - Diagnose and resolve networking and system connectivity issues, primarily related to devices and Linux-based systems. - Manage multiple customer issues at once, maintaining strong organization and follow-through. - Collaborate with internal teams to share insights and improve support processes. - Contribute to our support automation AI system to improve support efficiency. Qualifications: - Hands-on networking troubleshooting experience in real production environments (IP addressing, DHCP, routing, DNS, ARP, NAT, firewalls) - Strong networking fundamentals with a clear understanding of packet flow (L1–L3) and common failure points - Linux experience with comfort using the command line, logs, and system/network diagnostics - Clear, structured communication with the ability to explain technical concepts to both technical and non-technical audiences - Strong problem-solving skills in fast-moving situations - Bachelor’s degree in Computer Science, Networking, Cybersecurity, IT, or related field - Ability to work onsite for hands-on collaboration and troubleshooting NICE TO HAVE - Basic scripting experience (Bash, Python) for automation - Familiarity with APIs and reading API documentation - Customer-facing technical experience (Support, Solutions, Field Engineering) - Exposure to security systems, cameras, NVRs, or hardware-integrated software - Background in cybersecurity or network security concepts What we offer: - Competitive compensation package - 100% Employer-paid medical, dental, vision, and base life insurance - Paid time off and 10 paid holidays - 401(k) (Traditional and Roth options) - Equity in a rapidly growing company - Regular team socials, dinners, and off-sites - The latest Apple tech and unlimited tools to help you build your best work We're on a mission to transform a $50B+ legacy industry by bringing the power of cutting-edge multimodal LLMs and computer vision to real-world security and operations. From firearm detection to intelligent access control, our AI-native platform turns every camera and sensor into a smart system that enhances safety, efficiency, and awareness. Founded by Ashesh Jain (ex-Lyft Level 5, PhD Cornell) and Peter Ondruska (ex-Lyft, PhD Oxford), Coram AI is backed by Ansa Capital, Battery Ventures, Mosaic, 8VC and Up Partners, have raised over $65M, and were named to the CB Insights AI 100 as one of the most promising AI companies in the world. If you're excited to work on mission-critical AI that makes an impact in the real world, we’d love to meet you.