Technical Services Engineer (Tier II)

TL;DR

Technical Services Engineer (Tier II): Troubleshooting and resolving configuration, network, and software issues for IP network cameras and security solutions with an accent on lab replications and cross-team collaboration. Focus on managing high-volume technical support cases and ensuring system reliability for partners and end customers.

Location: Must be based in or able to commute to Chelmsford, MA (Hybrid: 1 week onsite, 1 week remote)

Salary: $75,000–$79,500 annually

Company

A global leader in network technology providing innovative solutions for 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 complex technical issues using databases, debugging tools, and lab simulations.
• Collaborate with Software and Hardware Engineering teams to escalate and resolve critical problems.
• Document cases clearly to ensure efficient handoffs and knowledge sharing.
• Develop subject matter expertise and mentor team members.
• Perform lab replications to research and test engineering-provided fixes.

Requirements

• Must be based in or able to commute to Chelmsford, MA.
• Minimum 2 years of experience in a call center or technical support environment.
• Strong knowledge of network routing, switching protocols, and hardware configuration.
• Experience installing and configuring operating systems and software applications.
• Ability to troubleshoot issues in an unscripted, independent manner.
• Excellent communication skills with a positive, detail-oriented approach.

Nice to have

• Understanding of physical access control and security systems.
• Experience with Salesforce Service Cloud.
• Knowledge of CCTV and IP camera installation.
• Secondary language skills in Spanish, Portuguese, or French.
• Professional certifications such as CompTIA, Cisco, or Microsoft.

Culture & Benefits

• Comprehensive health, dental, vision, and wellness programs.
• 401(k) retirement plan with employer matching.
• Generous vacation policy and 3-week sabbatical every 5 years.
• Paid parental leave and dependent care reimbursement.
• Tuition reimbursement and ongoing professional training.