EarthCam
Computer Software
CustomerOperationsManager
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Operations Manager at EarthCam. Skills: people leadership, hands-on support involvement, operational oversight, product ownership. Lead, mentor, and actively coach Tier 1 and Tier 2 Support Specialists through real-time case reviews and hands-on troubleshooting. Participate directly in complex or escalated technical issues involving hardware, software, networking, and security monitoring systems”
What You'll Achieve.
elevating technical expertise; ensuring that customer insights directly influence product improvements and system reliability; play a meaningful role in both team development and product evolution; Monitor support performance metrics including response times, resolution times, escalation rates, and customer satisfaction; Ensure SLA adherence and maintain high standards of case documentation and root cause analysis; improve troubleshooting workflows, internal documentation, and knowledge base resources; optimize escalation processes between Tier 1 and Tier 2 to improve efficiency and accountability
Industry & Context.
troubleshooting; analytical and proactive in identifying patterns and improvement opportunities; solution-oriented
What They're Looking For.
Must Have
5+ years of experience in technical support, security systems, or related technology, 2+ years of leadership, mentorship, or team management experience, Experience working within Tier 1 and Tier 2 support environments, knowledge of hardware troubleshooting, networking concepts, and SaaS platforms
Nice to Have
Bachelor’s degree in Computer Science, Engineering, Information Systems, or related field, Experience collaborating with Engineering or Product teams
What You'll Do.
and actively coach Tier 1 and Tier 2 Support Specialists through real-time case reviews and hands-on troubleshooting
Participate directly in complex or escalated technical issues involving hardware
and security monitoring systems
Develop structured onboarding programs and ongoing technical training initiatives
Identify skill gaps and build development plans to continuously elevate team capability
Monitor support performance metrics including response times
and customer satisfaction
Ensure SLA adherence and maintain high standards of case documentation and root cause analysis
Improve troubleshooting workflows
internal documentation
and knowledge base resources
Analyze recurring support trends and translate insights into product
or system improvements
Partner closely with Engineering and Product teams to prioritize fixes
and usability improvements
Act as the voice of the customer in cross-functional discussions
Optimize escalation processes between Tier 1 and Tier 2 to improve efficiency and accountability
Support Field Services and Sales teams with technical insight when necessary
How You'll Work.
Team & Collaboration
Serve as the bridge between Support, Engineering, Product, and Field Services; Partner closely with Engineering and Product teams; Act as the voice of the customer in cross-functional discussions; Support Field Services and Sales teams
Communication Scope
communicator who can translate technical challenges into clear business impact
Full Job Description
**Who We Are** EarthCam is a global leader in webcam technology that gives construction teams real-time visibility into their jobsites—anytime, anywhere. Our solutions support project monitoring, documentation, promotion, and jobsite security across construction projects worldwide. Our platform delivers live video, time-lapse recordings, progress tracking, and site security, powered by smart AI tools that turn visual data into useful insights for better decision-making. Since creating the first construction webcam in 1996, EarthCam has been trusted on major projects like One World Trade Center, SoFi Stadium, and the Panama Canal Expansion, and integrates with tools such as Procore, Autodesk, and Bentley. We’re a collaborative, hands-on team that builds our technology in-house and works closely across departments to solve real problems for real users. **Job Description** EarthCam is seeking a highly collaborative and hands-on Customer Operations Manager to lead and develop our Tier 1 and Tier 2 Security Product Support teams. This leader works alongside the team daily — coaching, troubleshooting, reviewing cases, and elevating technical expertise. The role blends people leadership, hands-on support involvement, operational oversight, and product ownership. You will serve as the bridge between Support, Engineering, Product, and Field Services, ensuring that customer insights directly influence product improvements and system reliability. This is an ideal opportunity for someone who leads by example, enjoys rolling up their sleeves, and wants to play a meaningful role in both team development and product evolution. **Responsibilities** * Lead, mentor, and actively coach Tier 1 and Tier 2 Support Specialists through real-time case reviews and hands-on troubleshooting * Participate directly in complex or escalated technical issues involving hardware, software, networking, and security monitoring systems * Develop structured onboarding programs and ongoing technical train
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