Commercial Security Products Senior Technical Support Engineer - Hybrid

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Please note: We are unable to accept candidates that are working in the US under these Visas: F-1Visas, M-1 Visas, or J-1Visas. work authorization. We are unable to sponsor H-1B Visas or other employment visas.

What we offer

• Competitive base salary and a comprehensive bonus program.
• Three weeks paid vacation in a calendar year/holidays/sick time/three PTO days in a calendar year.
• Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one.
• Extensive product and on the job/cross training opportunities
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy
• Providing Scheduling and management support.
• JCI Employee discount programs (The Loop by Perk Spot)

Check us Out: A Day in a Life at Johnson Controls | Engineering Roles

What will you do

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.

How will you do it

· 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.

What we look for

Required

BSc (Hons) in Computer Science, Software Engineering, Electrical/Electronic Engineering, Business/IT or similar, OR an equivalent combination of education and relevant IT work experience.

Proven experience in technical support, systems or field engineering role supporting enterprise IT or security solutions.

Products: 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.

Hands-on experience supporting victor: server and client installation and upgrades, SQL Server back end, drivers and integrations (VideoEdge, Illustra and third-party), redundancy and failover, enterprise/federated architectures, user and permission management, event and alarm handling, and integration with access control (e.g. C•CURE 9000).

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.

Networking: Advanced understanding of TCP/IP and LAN/WAN technologies, with the ability to diagnose complex network faults.

Experience with VLANs, switching, routing, PoE, firewalls/NAT, DHCP, DNS, NTP time synchronization, multicast/unicast and QoS, and their impact on video performance.

Packet capture and analysis (for example Wireshark) and network diagnostic tools.

Video technology: knowledge of IP video: H.264/H.265, MJPEG, bit rate, frame rate and resolution trade-offs, GOP, streaming protocols (RTSP/RTP, HTTP/S, WebRTC) and ONVIF profiles.

Ability to calculate and validate bandwidth, storage and retention requirements, and to diagnose latency, frame loss and playback faults.

Experience integrating with third-party platforms (for example RTSP-based real-time crime centre and city-wide video platforms) and diagnosing stream compatibility issues.

Systems and platforms: Working knowledge of Windows Server and client, and Linux, including hardware, driver, service, event-log and deployment troubleshooting.

Good understanding of PC and server hardware, RAID and storage, and the ability to update and troubleshoot firmware and BIOS.

Working knowledge of virtualization (VMware / Hyper-V) and Active Directory / domain integration.

Practical knowledge of SQL Server administration and troubleshooting (installation, maintenance, backup/restore, performance and database corruption recovery).

Ability to read logs and diagnostic data and to use scripting (e.g. PowerShell or Python) to automate checks and gather information.

Cybersecurity: Understanding of secure system configuration, including TLS/certificates, hardened credentials, service accounts, patching and firmware currency, and secure remote access.

Ability to advise customers on the product hardening guides and to assess and respond to vulnerability notifications and security advisories.

Professional: Excellent written and spoken English, with the ability to write clear technical documentation and customer-ready case updates.

Experience using CRM/ticketing systems and following escalation procedures and SLAs.

Structured, evidence-led approach to root cause analysis, including reproducing faults in a lab environment.

Strong ownership, resilience under pressure and a “can do” attitude, with willingness to travel regularly.

Ability to coach and mentor colleagues.

Travel: Ability to travel one week per month.

Prefer

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.

HIRING SALARY RANGE: $88,000 - $125,000 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This role offers a competitive Bonus plan that will take into account individual, group, and corporate performance. This position includes a competitive benefits package. The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your background warrants consideration beyond the stated range, we encourage you to apply. To support an efficient and fair hiring process, we may use technology assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers. For details, please visit the About Us tab on the Johnson Controls Careers site at About us - Johnson Controls Careers

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.

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