Technical Support Engineer - Video

As a Technical Support Engineer—Video, you will handle escalated technical cases related to video recording devices, streaming issues, data integrity, video analytics, and integration with video management systems. You’ll perform advanced troubleshooting, validate video issues, identify workarounds, and ensure that engineering-ready tickets are created for critical video defects. This role requires hands-on experience with SaaS solutions, a foundational knowledge of video codecs, streaming protocols, video APIs, and error logging. You will act as the primary technical point of contact for hardware and software video support cases; troubleshoot and resolve escalated video issues, including analyzing video system logs, error codes, and customer-reported video incidents; reproduce video software or hardware issues; execute and understand basic SQL queries; support SSO and non-SSO authentication systems; identify trends and perform proactive analysis of video support cases; troubleshoot network related issues that affect video streaming/playback; utilize API tools; triage and escalate critical video issues to Engineering; and manage the video incident management process.