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Technical Support Engineer (Video Focus) - Remote

Posted 2 days ago
Customer Service
Full Time
USA
$95,000/year

Overview

Flock Safety is seeking a Technical Support Engineer with strong video expertise to support our cloud software and hardware products, focusing on video incident management and troubleshooting.

In Short

  • Act as the primary technical point of contact for hardware and software video support cases.
  • Troubleshoot and resolve escalated video issues.
  • Reproduce video software or hardware issues and develop temporary solutions.
  • Execute basic SQL queries related to video metadata.
  • Support authentication systems as they relate to video device access.
  • Identify trends in video support cases to improve quality.
  • Troubleshoot network issues affecting video streaming.
  • Utilize API tools to test and validate video-related issues.
  • Triage and escalate critical video issues to Engineering.
  • Manage the video incident management process.

Requirements

  • 4+ years of advanced technical support experience.
  • Deep technical troubleshooting skills for video systems.
  • Experience writing technical defect reports.
  • Prior experience supporting cloud-based SaaS solutions.
  • Familiarity with video formats, codecs, and streaming challenges.
  • Exceptional verbal and written communication skills.

Benefits

  • Flexible PTO and 11 company holidays.
  • Fully-paid health benefits plan.
  • 12 weeks of 100% paid parental leave.
  • Fertility & Family Benefits.
  • Caregiver Support.
  • Work from Home Stipend.
  • Home Office Stipend.
  • Pet Insurance.
Flock Safety logo

Flock Safety

Flock Safety is a technology-driven company dedicated to enhancing public safety and reducing crime in communities across the United States. Their innovative platform integrates the efforts of cities, businesses, schools, and law enforcement to create a comprehensive solution for crime deterrence and resolution. With a strong commitment to transparency and privacy, Flock utilizes unbiased data to provide actionable insights that empower communities. The company has raised over $380 million in venture capital and is valued at over $4 billion, reflecting its rapid growth and ambition to reduce crime by 25% in the next three years. Flock fosters a supportive and inclusive remote work environment, encouraging collaboration and a bias towards action among its employees.

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