Technical Services Escalation Engineer (IoT/Network Security)

TL;DR

Technical Services Escalation Engineer (IoT/Network Security): Serving as the primary escalation point for Tier II engineers to resolve complex technical issues with Axis products with an accent on troubleshooting and knowledge transfer. Focus on reducing escalations through debriefing, creating technical documentation, and partnering with product specialists to identify trends.

Location: Hybrid in Chelmsford, MA, USA

Salary: $90,000 - $105,000

Company

hirify.global is a network technology leader providing innovative solutions in video surveillance, access control, intercom, and audio systems.

What you will do

• Handle escalated cases from Tier II and troubleshoot complex issues directly with customers via case and phone support.
• Maintain subject matter expertise on Axis products, solutions, and underlying technologies.
• Collaborate with Technical Service Specialists (TSS) to resolve customer issues and update product documentation.
• Develop knowledgebase articles, white papers, and guides to educate Tier II engineers based on escalation data.
• Debrief resolved cases with Tier II engineers to identify and address training needs.
• Monitor case queues to provide initial troubleshooting guidance to the support team.

Requirements

• Must be based in or able to work hybridly in Chelmsford, MA, USA.
• 2-3 years of experience with Axis products, with demonstrated SME status in at least one area.
• Bachelor’s degree or equivalent experience in technology.
• Strong written and verbal communication skills.
• Ability to travel up to 30%.

Culture & Benefits

• Friendly, open, and collaborative work environment.
• Strong commitment to inclusion, diversity, and sustainability.
• Opportunity to work for a global industry leader across 50+ countries.
• Focus on continuous skill development and thinking beyond the expected.