Professional Service Systems Engineer

Company Description

Hirsch is a global leader in security technology, specializing in physical access control, video intelligence, and digital identification systems. Our comprehensive solutions cover cybersecurity, physical security, video surveillance, and logical access control, offering our customers the highest levels of protection. Whether managing secure operations from anywhere or protecting identities from malicious attacks, we are committed to securing the future today.

At Hirsch, we believe in the power of security, where physical access, video intelligence, and digital identification converge to protect the spaces and people that matter most. Our legacy spans over 43 years, earning us a reputation as a trusted partner in safeguarding everything from high-profile government buildings to local schools. We are more than just a security provider — we’re dedicated to creating a secure, connected world through digital innovation.

In a small company, everyone matters, and everything we do matters. We believe having the best people in the most exciting, aligned, relevant and empowered roles with clear missions, goals and metrics, is the key to our success!

Job Summary

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 particular role will act 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 our US and EMEA customers. Professional Service Systems Engineers must be able to manage hot issues by setting customer expectations, devising, and implementing action plans, being available as needed, and professionally communicating with all parties involved.

Responsibilities and Duties

·       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, and document findings and remediation steps.

·       Provide coaching for the customer-identified resource(s) who will be running 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.

·       Must be a US Citizen and be able to pass a federal background investigation as well as obtain and maintain a security clearance.

·       Act as a Trusted Advisor to customers.

·       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 remote

·       Experience with storage arrays including SAN and NAS solutions

·       Experience with virtualization technology including VM Ware 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 the following database system : 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 with 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 the team

·       Demonstrated aptitude for providing exceptional customer service in politically charged environments

·       Ability to enhance the technical expertise of peers via the development of 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

Other Desired Skills and Experience

·       Experience in sales of IT-Infrastructure devices and solutions 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 but not limited to continuous evaluation and insider threat mitigation strategies is highly desirable

Pay & Perks:

At Hirsch, we prioritize pay fairness. Your base salary plays a vital role in our comprehensive compensation structure, and it is established within a specific range. This structure allows for advancement as you gain experience and evolve in your role. Your salary and compensation will be determined based on various factors, including your geographical location, skill set, educational background, and work experience.

In the spirit of openness regarding compensation, the base salary range for this position is $120,000 to $140,000.

The total compensation package includes:

·       Competitive Base Pay

·       Fidelity 401(k) + Company Match

·       11 Company Paid Holidays

·       Discretionary Unlimited Paid Time Off

·       Medical, Dental, & Vision Insurance

·       FSA/HSA

·       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 up leveling for an extraordinary candidate.

We prioritize hiring the most qualified individuals, and in keeping with our commitment to both our employees and customers, employment offers are subject to the outcome of a confidential pre-employment background check.

Equal Opportunity Employer

Hirsch is an equal opportunity employer and is committed to providing equal employment opportunities to all qualified individuals regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, genetic information, marital status, veteran status, or any other characteristic protected by applicable law. We value diversity and inclusivity and believe that a diverse workforce enriches our company culture and enhances our ability to serve our customers and clients effectively. Our hiring decisions are based solely on qualifications, skills, and experience relevant to the positions available. We strive to create a work environment that promotes fairness, respect, and equal opportunities for all employees. Hirsch does not tolerate any form of discrimination or harassment and is committed to maintaining a workplace free from such behavior. If you require any reasonable accommodation, please inform our HR department, and we will make every effort to accommodate your needs. As an equal opportunity employer, we are dedicated to the principles of affirmative action and take proactive measures to ensure equal opportunity in employment. We are proud of our diverse workforce and remain committed to fostering an inclusive environment that celebrates the unique perspectives and talents of everyone.