Technical Services Engineer (Hybrid)

TL;DR

Technical Services Engineer (Security Solutions): Troubleshoots and resolves configuration, network, and software issues for IP network cameras, physical access control, and security solutions with an accent on utilizing internal resources and collaborating with engineering teams. Focus on analyzing problems, identifying solutions through lab simulations, and ensuring efficient escalations.

Location: Hybrid position based in Chelmsford, MA, USA (one week onsite, one week remote).

Salary: $79,500 annually.

Company

hirify.global provides cutting-edge network security solutions globally, including video surveillance, access control, intercom, and audio systems.

What you will do

• Provide world-class technical support to partners and end customers via telephone, online helpdesk, and live chat.
• Manage a high volume of cases with time-bound constraints.
• Analyze problems and identify solutions using databases, debugging tools, and lab simulations.
• Ensure efficient escalations and handoffs by clearly and completely documenting cases.
• Escalate and collaborate with Software and/or Hardware Engineering for problem resolution.
• Develop subject matter expertise and mentor peers.

Requirements

• Minimum 2 years’ experience in a call center-type environment with excellent customer service background.
• Secondary language skill: Portuguese with English - A Must!
• Knowledge of network routing and switching protocols.
• Experience configuring PCs, installing various operating systems and software applications.
• Experience configuring switches, routers, and other network-related components.
• Ability to resolve issues and troubleshoot in an unscripted manner.

Nice to have

• Fundamental understanding of physical access control and security systems.
• Experience with Salesforce Service Cloud CRM system/help desk applications.
• CCTV/IP Camera installation/configuration.
• Professional degrees/certifications: CompTIA, Cisco, Microsoft, PSP.

Culture & Benefits

• Inspire growth and development through employer-offered training and tuition reimbursement.
• Comprehensive health, dental, vision, and fitness/health and wellness programs.
• Paid parental leave and dependent care reimbursement account.
• Generous vacation benefits and a 3-week sabbatical on your 5-year anniversary.
• 401(k) program with employer matching.