Technical Services Engineer (Security Solutions)

TL;DR

Technical Services Engineer (Security Solutions): Troubleshoot and resolve configuration, network, and software issues for IP network cameras and access control systems with an accent on network routing and customer support. Focus on analyzing complex technical problems, performing lab simulations, and collaborating with engineering teams for resolution.

Location: Hybrid (one week onsite in Chelmsford, MA and one week remote)

Salary: $79,500 annually (Bilingual)

Company

A network technology leader providing innovative security solutions in video surveillance, access control, and audio systems.

What you will do

• Provide technical support for partners and customers via phone, helpdesk, and live chat.
• Analyze and resolve network and software issues using debugging tools and lab simulations.
• Document cases clearly to ensure efficient escalations to engineering teams.
• Collaborate with Software and Hardware Engineering to resolve complex problems.
• Perform lab replications and test fixes to verify solutions.
• Develop subject matter expertise and mentor other team members.

Requirements

• Must be based in or able to work in Chelmsford, MA.
• Fluency in Portuguese and English is required.
• Minimum 2 years of experience in a call center or customer service environment.
• Knowledge of network routing and switching protocols.
• Experience configuring PCs and installing various operating systems.
• Ability to troubleshoot in an unscripted manner.

Nice to have

• Understanding of physical access control and security systems.
• Experience with Salesforce Service Cloud CRM.
• CCTV/IP Camera installation and configuration experience.
• Professional certifications such as CompTIA, Cisco, or Microsoft.

Culture & Benefits

• Employer-offered training and tuition reimbursement.
• Comprehensive health, dental, vision, and wellness programs.
• Paid parental leave and dependent care reimbursement account.
• Generous vacation and a 3-week sabbatical every 5 years.
• 401(k) program with employer matching.