Commercial Security Products Senior Technical Support Engineer - Hybrid

This is hybrid position for a local candidate who can drive as needed to the Boca Raton, FL office. To provide expert, Level 3 technical support for the Video Edge, victor and Illustra product portfolio, acting as the final point of technical escalation within Technical Support before Engineering. The successful candidate will own complex and high-impact customer, integrator and distributor cases from escalation to resolution via telephone, email, remote access and on-site support. They will reproduce and diagnose faults across software, server, network, storage and camera layers, identify root cause, and raise well-evidenced defect and enhancement reports to Engineering and Product Management. They will also commission and fault-find complex systems, and develop the knowledge, tooling and skills of the wider support team. The role involves regular travel, including international travel.

·         Hands-on experience supporting VideoEdge NVRs: installation and commissioning, camera and device discovery and configuration, recording and archiving, storage and RAID, licensing, firmware and software upgrades, backup and restore, user and role management, alarms/events and RTSP/third-party streaming.

·         Test, reproduce and troubleshoot complex faults, perform root cause analysis, and raise clear defect and enhancement reports to Engineering

·         Respond to in/out customer technical enquiries and support critical-site and high-priority incidents

·         Own and resolve escalated cases for VideoEdge, victor and Illustra (phone, email, remote and on-site), with accountability through to closure

·         Log, document and track cases accurately in the case-management system so issues can be tracked, escalated and closed to customer satisfaction

·         Create and maintain knowledge-based articles, troubleshooting guides, release notes and lab test procedures

·         Mentor and train L1/L2 engineers; support product training, release readiness and beta/pilot testing

·         Working knowledge of Illustra cameras: configuration, firmware management, streaming profiles, PTZ and multi-sensor models, on-board analytics, image and low-light tuning, and troubleshooting the cause of bad video, dropped streams or discovery failures.

Current victor, VideoEdge and Illustra product certifications, or willingness to obtain them within a defined period.

Experience supporting high-end or large-scale CCTV systems, including multi-site and enterprise deployments.

Experience with access control or intruder integrations with video.

Industry or vendor certifications such as CCNA, MCSA/MCSE, Microsoft SQL Server, CompTIA Network+/Security+, Linux (LPIC/RHCSA) or ITIL Foundation.

Knowledge of video analytics (e.g. motion, object classification, LPR) and edge-based processing.

Experience with cloud-connected or hybrid video services.

Additional European language skills.

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.