Video Program Support Engineer

The Next Level of Fire & Life Safety Leadership
With more than two centuries of combined history, brands like Kidde, Kidde Commercial, Edwards, GST, Badger, Gloria and Aritech have been leading the way in protecting people and property around the world. Now, we’re taking that leadership to the next level. Kidde Global Solutions brings together the most trusted and iconic brands in safety, building upon our shared experience and expertise to address the needs and challenges of more customers in more places. With an unmatched portfolio of solutions and services, and a commitment to constant innovation we’re elevating the standards for an entire industry – and establishing the next level of fire and life safety leadership.
At Kidde Global Solutions, you’re joining a global technology leader in fire and life safety solutions and our employees are the heart of it all. With industry-defining brands in life safety and security, you’ll be part of a legacy of leadership working with cutting-edge technologies that protect lives and property worldwide. As a leading fire safety brand, our mission is to provide solutions that protect people and property from the effects of fire and related hazards. We’re committed to expanding our impact and providing dynamic opportunities for growth within our team. You’ll be part of a company that prioritizes quality, integrity, collaboration, and customer care, with the resources, training, and incentives to ensure your success every step of the way.


Job Summary:
We are seeking a Support Engineer with expertise in Video Cameras, Recorders, VMS software applications, Mobile applications, Cloud Service, and UltraSync configuration. The ideal candidate will have a strong understanding of the complete functionality of these devices and software, with the ability to troubleshoot customer issues and collaborate with Engineering teams for advanced support.

Key Responsibilities:
Device & Software Support Provide technical support for video cameras, recorders, VMS software, and mobile applications.
Configuration Management Handle Network setups , ensuring smooth integration and operation.
Troubleshooting Diagnose and resolve customer issues related to hardware and software functionality.
Collaboration with Engineering Escalate complex issues and work closely with Engineering teams for resolution.
Ticket Management Manage support tickets, provide timely updates, and maintain accurate status reports.
Customer Communication Ensure clear communication with customers regarding issue status, resolution steps, and follow-ups.

Skills and Requirements:
• Fluent in English
• Bachelor’s degree in computer science, Software Engineering, or a related field (or equivalent experience).
• At least 6+ years of proven experience as a Cloud Support Engineer or in a similar position
• Strong knowledge of video surveillance systems (cameras, recorders, VMS).
• Experience with mobile applications related to video monitoring.
• Proficiency in Network configuration and troubleshooting issues with Firewalls.
• Excellent troubleshooting and problem-solving skills.
• Ability to work collaboratively with cross-functional teams.
• Strong organizational skills to manage tickets and updates effectively.
• Good communication skills for customer interaction and internal coordination.

Preferred Qualifications:
• Prior experience in technical support for security or surveillance systems.
• Familiarity with networking concepts (IP addressing, ports, protocols).
• Knowledge of industry-standard VMS platforms.


World Leaders in Fire and Life Safety
Kidde Global Solutions is a world leader in fire & life safety solutions tailored for complex commercial facilities to homes. Through iconic, industry-defining brands including Kidde, Kidde Commercial, Edwards, GST, Badger, Gloria and Aritech, we provide residential and commercial customers with advanced solutions and services to protect people and property in a wide range of applications, all around the globe.