Professional Service Systems Engineer

About the Role

The Professional Service Systems Engineer works alongside technicians, technical support, other HPS engineers, and product managers to coordinate with the various Hirsch teams to deliver integration services and specialized support to Hirsch SLA customers. This role acts as a remote and onsite technical resource providing customer visibility, implementation services, scheduled and emergency maintenance services, advanced technical troubleshooting support, and problem resolution for US and EMEA customers. Professional Service Systems Engineers must manage hot issues by setting customer expectations, devising and implementing action plans, being available as needed, and professionally communicating with all parties involved.

Responsibilities

• Provide hands-on involvement for technical installation and configuration of Hirsch products including troubleshooting, customer acceptance testing, and completion documentation.
• Conduct CSMS (Cybersecurity Management System) tasks, including deployment, implementation, monitoring, and improvement of security protocols.
• Perform regular cybersecurity scanning, analyze vulnerabilities, and create detailed reports documenting findings and remediation steps.
• Provide coaching for customer-identified resource(s) who will run day-to-day operation of the products.
• Implement on-site solutions while ensuring customer (partner and end user) satisfaction with Hirsch systems.
• Serve as a technical authority on Hirsch product technologies via on-site, phone, and electronic media.
• Provide technical support onsite, as well as via telephone and electronic media.
• Own and complete complex technical tasks for Hirsch clients, including PoC engagements within their pilot and production infrastructure.
• Act as a Trusted Advisor to customers.
• Must be a US Citizen and be able to pass a federal background investigation as well as obtain and maintain a security clearance.

Requirements

• Minimum 4 years of technical experience with Physical Access Control, Video, and Intrusion Detection Systems and/or related hardware/device.
• Hirsch product line knowledge.
• Ability to travel 50% and work remotely.
• Experience with storage arrays including SAN and NAS solutions.
• Experience with virtualization technology including VMware or Microsoft Virtual Server.
• Experience with Microsoft Cluster technology.
• Experience with government technical publications and implementation desired (HSPD-12, FISMA, FIPS-12, DISA, NIST, FICAM).
• CISSP, MCSE/MCITP, CCNA, Security+, Network+ preferred (will consider related field or equivalent experience).
• Working knowledge of the following systems: Windows Server 2012, 2016, 2019, and 2022; Windows 10, Windows 11.
• Working knowledge of SQL Server 2016, 2017, 2019, and 2022.
• Working knowledge of Active Directory, Group Policy, DHCP, DNS, IIS (architecture, design, disaster recovery, and troubleshooting).
• Working knowledge of Tenable Nessus, ACAS and SCAP Scanner, STIG checklists, and WSUS update tools.
• Superior problem-solving and troubleshooting skills at the System Engineer level.
• Exceptional customer service, overall communication, and technical writing skills.
• Ability to communicate and work with other internal departments.
• Ability to work independently with minimal management supervision and as part of a team.
• Demonstrated aptitude for providing exceptional customer service in politically charged environments.
• Ability to enhance the technical expertise of peers via system training, mentoring of new hires, and team content development.
• Ability to apply technology to improve existing products and systems at customers and for internal use.
• Ability to actively participate in team support by proposing and implementing solutions.
• Assist in developing strategies to gain additional Premier support accounts by contacting and establishing relationships with Premier Support Managers and Technical Account Managers.

Desired Skills and Experience

• Experience in sales of IT-Infrastructure devices and solutions is a plus.
• PKI and Smartcard experience are a plus.
• 2+ years of related experience with applied experience working with Local, State, and Federal Government agencies on solutions, policies, processes, emerging technologies, and methodologies including continuous evaluation and insider threat mitigation strategies is highly desirable.

Benefits

• Competitive base pay within the range of $120,000 to $140,000.
• Fidelity 401(k) with company match.
• 11 company-paid holidays.
• Discretionary unlimited paid time off.
• Medical, dental, and vision insurance.
• FSA/HSA options.
• Fun employee and family events.
• Employee wellness program.
• Supplemental life insurance, AD&D insurance, and dependent care plans.
• A range of discounted products and free services.

Hirsch encourages candidates who believe they might be overqualified or outside the expected range to apply, as some positions allow room for leveling up for an extraordinary candidate. Employment offers are subject to the outcome of a confidential pre-employment background check.