When a mobile surveillance platform goes down in the middle of a large event, at a remote substation, or during an active law enforcement operation, there is no such thing as a “minor” support issue. Every minute matters, and the people on the other end of the phone need more than a script — they need someone who understands the technology, the stakes, and the pressure they are under.
For Mobile Pro Systems customers, that person is often Christine Steffens, a Senior Solutions Consultant who leads Support and manages the support inbox. Through her expertise and direct intervention, Christine not only resolves technical issues but also ensures uninterrupted operations for law enforcement agencies, utilities, and enterprises. Her problem-solving skills and timely responses play a crucial role in maintaining the security and functionality of vital infrastructure, demonstrating a significant impact on clients’ ability to remain protected and operational.
From Networking to Mobile Pro Systems
Christine did not stumble into support work by accident. She joined Mobile Pro Systems in 2020 with a background in computer networking and a strong foundation in computer troubleshooting and repair. While much of the world was shutting down at the start of the pandemic, she was starting a new chapter supporting customers and critical infrastructure whose work could not pause.
What drew her in was a combination of local roots and technical challenge. Mobile Pro Systems designs, builds, and supports its platforms from its facility in St. Paul, Minnesota. That end-to-end ownership — from engineering to deployment to support — appealed to Christine, especially given her love of technology and problem-solving. She wanted to be close to the equipment, the team building it, and the customers who rely on it every day.
A Day That Never Looks the Same
Officially, Christine leads Support and keeps a close eye on the customer support email. In reality, there is no such thing as a predictable day.
“My days are unstructured, and we never know the types of support calls we are going to receive,” she explains. “A quiet day of catching up on emails can quickly turn into a random conference call or a two-hour troubleshooting session.”
Because Mobile Pro Systems platforms are deployed in real-world, high-stakes environments, Christine is always ready to pivot. She may arrive early or stay late to make sure a customer’s issue is resolved — whether that means troubleshooting for a police department during a live operation, helping a utility crew in a remote area restore connectivity, or navigating congested networks at a large public event.
Law enforcement often deploys platforms in dangerous circumstances where timing is critical, and downtime is not an option. Construction sites are constantly changing, frequently remote, and sometimes located in areas with limited infrastructure and poor cellular service. Events can be chaotic, with thousands of people in a small area and strained networks competing for bandwidth.
Every call is different, and Christine must pivot quickly between vastly different environments and challenges.
What “Great Support” Means When Security Is on the Line
In many industries, “great support” can mean fast email responses or a smooth ticketing process. In security-critical environments, Christine defines it differently.
“Real people, real problems, real solutions,” she says. “Our equipment is often deployed in dangerous or remote areas and can quite literally be the difference between life and death.”
For her, great support starts with standing behind the product and staying with an issue until it is resolved — not just until a ticket is closed. It means pulling in every available resource and recognizing that the person on the other end of the call may be dealing with an urgent situation, a public spotlight, or operational pressure they cannot afford to ignore.
Christine stays focused by trusting her knowledge, her skills, and the support network around her. “I recognize that they are in stressful and often urgent situations,” she explains. “My trust in my knowledge, skills, and resources allows me to stay focused.”
Troubleshooting in the Real World
A common issue Christine encounters appears straightforward: there are instances where cameras fail to connect to the monitoring system, which results in customers being unable to view real-time or recorded footage from their surveillance feeds.
The real work lies in figuring out why. She starts by determining whether the issue is software-related or tied to a physical connection. From there, she either fixes the problem herself remotely or walks the customer through the steps to resolve it.
Her hands-on experience — and familiarity with how equipment is configured in the field — helps her navigate these situations efficiently. If a component is under warranty and needs replacement, she arranges for drop-in parts and guides the customer through installing them. When software-level access is needed, and she cannot access it directly, she coordinates with the customer’s IT team to ensure the right changes are made safely.
Through it all, the goal remains the same: restore visibility and confidence as quickly and accurately as possible.
