Video Support Engineer

Q-Free America is a leading provider of Intelligent Transportation Systems (ITS) solutions that help agencies improve mobility, safety, and efficiency on our roadways.

Help keep video systems connected and reliable by bringing your video systems expertise and customer-first approach to Q-Free. As a Video Support Engineer, you will troubleshoot, maintain, and support video management systems, CCTV camera networks, streaming services, and video distribution platforms used in transportation and intelligent traffic management environments.

You will be a primary technical escalation resource for customers and internal teams, working with software developers, project teams, and field technicians to resolve issues, support upgrades, and improve system performance.

What you will do

• Provide Tier II and Tier III technical support, resolving incidents involving video feeds, camera communications, streaming services, and distribution platforms.
• Configure and maintain CCTV and PTZ cameras, Video Management Systems (VMS), video distribution appliances, video walls, operator displays, and streaming and recording services.
• Monitor system health and performance; administer user access, permissions, camera groups, layouts, and video tours.
• Troubleshoot IP networking and connectivity issues, partnering with customer IT teams on firewalls, bandwidth, and security while supporting cybersecurity and data privacy requirements.
• Support releases, patches, and upgrades; validate functionality and help test new features and integrations.
• Provide remote and onsite implementation support, train customers, and maintain troubleshooting records, root cause analyses, knowledge base articles, and user guides.
• Participate in on-call support rotations as required.

What you will bring

• 3+ years of experience supporting video management, surveillance, network video, or related technologies.
• Experience troubleshooting IP cameras, VMS, video streaming and distribution platforms, and network-connected devices.
• Working knowledge of TCP/IP networking, VLANs, network troubleshooting, and Windows Server and desktop environments.
• Experience with ONVIF, RTSP, H.264/H.265, and MPEG streaming.
• An associate’s or bachelor’s degree in Information Technology, Engineering, Computer Science, or a related field, or equivalent experience.
• Strong analytical, problem-solving, customer service, and communication skills, along with accountability, attention to detail, and a collaborative approach.

It is a plus if you have

• Experience with transportation management systems, ATMS, ITS, or traffic operations centers.
• Experience with VMS platforms such as Milestone XProtect, Genetec, Avigilon, or Pelco.
• Familiarity with video walls and video distribution technologies, NTCIP, and transportation communications standards.
• Experience in a 24/7 support environment.
• CCNA, Network+, CTS, or related certifications.

Work expectations

This remote role includes travel up to 30% of the time and remote and onsite customer support. The schedule generally follows weekday office hours, with evening, weekend, and on-call work as needed. A valid driver’s license is required for driving on company business.

The role involves computer-based work, remaining stationary up to 50% of the time, moving around client sites, traveling by vehicle, and communicating technical and business information. A background check is required; additional clearance may be required depending on the client or project.

Ready to help customers keep their video systems running reliably? Bring your troubleshooting skills, technical curiosity, and customer focus to Q-Free.

Benefits

Q-Free America’s benefits package includes:

• Medical, dental, and vision coverage.
• 401(k) with company contribution.
• Company-paid life insurance.
• Company-paid short-term and long-term disability.
• Employee Assistance Program (EAP).
• Flexible benefits and additional wellness resources.

We appreciate your interest in joining Q-Free. Only qualified candidates will be contacted.

Q-Free celebrates diversity and is proud to be an Equal Opportunity Employer.

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