Technical Services Engineer (Security Solutions)

TL;DR

Technical Services Engineer (Security Solutions): Troubleshooting and resolving configuration, networking, and software issues for IP cameras, physical access control, and security systems with an accent on customer support, network infrastructure, and technical problem solving. Focus on reproducing complex issues in lab environments, validating engineering fixes, and coordinating escalations across software and hardware teams.

Location: Hybrid position based in Chelmsford, Massachusetts, USA, with one week onsite and one week remote after initial training and KPI qualification. Full-time office work is also available by preference. The role operates on an 11:30 a.m.–8:00 p.m. shift.

Salary: $36.06 per hour; bilingual English and Portuguese compensation is approximately $78,750 annually. Multilingual compensation for English plus two or more additional languages is approximately $80,000 annually.

Company

hirify.global develops network-based video surveillance, access control, intercom, audio, and intelligent security solutions for customers worldwide.

What you will do

• Provide technical support to partners and end customers through telephone, helpdesk, and live chat.
• Analyze configuration, networking, and software issues using knowledge bases, debugging tools, databases, and lab simulations.
• Configure and troubleshoot PCs, operating systems, switches, routers, and other network components.
• Document cases clearly and manage escalations and handoffs to resolution.
• Collaborate with software and hardware engineering teams to investigate issues and validate fixes.
• Develop subject-matter expertise and train or mentor other support specialists.

Requirements

• At least two years of experience in a call-center or technical customer-service environment.
• Portuguese and English proficiency is required.
• Knowledge of network routing and switching protocols.
• Experience configuring PCs, installing operating systems and software, and configuring network equipment.
• Ability to troubleshoot unscripted technical issues, manage multiple cases, and work within time-bound constraints.
• Strong communication, interpersonal, organizational, and problem-solving skills.

Nice to have

• Knowledge of physical access control, security systems, CCTV, or IP camera installation and configuration.
• Experience with Salesforce Service Cloud or helpdesk applications.
• CompTIA, Cisco, Microsoft, PSP, or similar certifications.
• Spanish or French language skills.

Culture & Benefits

• Employer-provided training and tuition reimbursement.
• Health, dental, vision, fitness, and wellness programs.
• Paid parental leave and dependent-care reimbursement.
• Generous vacation allowance and a three-week sabbatical after five years of service.
• 401(k) plan with employer matching.
• Approximately 10% domestic and international travel; reasonable accommodations are available for employees with disabilities.

Hiring process

• Apply directly for consideration.
• Some roles may require background checks, with notice provided before verification.