Video Systems Service Support Engineer

Video Systems Service Support Engineer

At Kastle, we are transforming video security with our AI-enabled cameras. Thousands of customers depend on us every day for mission-critical security, delivered through our cloud infrastructure.

We are seeking a proactive and technically skilled Video Systems Service Support Engineer to support and maintain remotely monitored video security systems. This role focuses on ensuring the reliability, performance, and effectiveness of intelligent video surveillance systems, including cameras, analytics, and remote monitoring platforms. The ideal candidate combines strong technical troubleshooting abilities with an understanding of security operations and customer-facing service delivery.

In addition to a great work environment, we provide excellent benefits (Medical/Dental/Vision, 401K, Tuition/Training Assistance, BrightHorizons Lifestyle Assistance, Wellness Program, Paid Time Off & Holidays, etc.) and we are proud to be a Certified Great Place to Work with awards for being a Top Work Place! For more information, please visit Kastle Careers and our Great Place to Work Profile.

Responsibilities

• Work as main point of contact for remotely servicing/troubleshooting/repairing deployed video management systems and supporting field technicians on site servicing deployed video systems
• Configure replacement equipment and ship to site
• Work closely with the Customer Service team and Service Coordinator
• Managing service parts inventory
• Monitor system health and respond to alerts, outages, and service disruptions in real time
• Troubleshoot IP cameras, servers, edge devices, and cloud-based monitoring platforms
• Support AI-driven video analytics (motion detection, intrusion detection, etc.)
• Diagnose network connectivity issues impacting video feeds, latency, or system uptime
• Collaborate with monitoring center operators to resolve live incident issues and reduce false alarms
• Manage and resolve service tickets within defined SLAs
• Perform firmware updates, system upgrades, and preventive maintenance
• Assist with system commissioning, including camera placement validation and calibration for optimal coverage
• Document system configurations, incident reports, and troubleshooting procedures
• Provide technical guidance and training to clients and internal monitoring teams
• Ensure systems meet security, compliance, and uptime requirements

Qualifications

• 2–5+ years of experience supporting video surveillance, physical security systems, or networked AV systems
• Strong knowledge of IP video systems, including CCTV, and video management systems (VMS)
• Understanding of networking fundamentals (TCP/IP, VLANs, VPNs, firewalls)
• Experience troubleshooting remote systems and diagnosing connectivity issues
• Familiarity with video codecs, streaming protocols, and bandwidth optimization
• Ability to analyze and resolve issues in real-time, high-pressure situations
• Strong communication skills for working with clients and operations teams
• Real-time problem solving and incident response
• Attention to detail and system diagnostics
• Customer-focused communication
• Ability to prioritize and manage multiple active incidents
• Cross-functional teamwork with operations and engineering

Preferred, but not required:

• Experience with remote guarding or video monitoring environments
• Familiarity with AI/video analytics platforms and event-based alerting systems
• Knowledge of access control systems and alarm integrations
• Certifications such as CompTIA Network+, Security+, or relevant security/vendor certifications
• Experience with cloud-based video surveillance platforms
• Bachelor's degree in Electrical Engineering, Computer Engineering, Information Technology, or related field (or equivalent experience)

Equal Opportunity Statement

At Kastle, we believe that diversity makes us stronger - at work and in the world. Kastle Systems International, LLC is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, marital status, pregnancy or any other basis protected by applicable federal or state laws.