Product Support Engineer

About the Role

The Product Support Engineer will deliver high‑quality, innovative technical support to ACVS customers and installer bases, handling issues through phone, email, chat and other remote channels. Responsibilities include configuration, commissioning, installation, fault finding, and firmware/software upgrades while collaborating with system integrators, channel partners and field engineers. • Deliver high-quality technical support for ACVS security products via phone, email, chat and other remote channels. • Configure, commission, install, troubleshoot faults and perform firmware/software upgrades in collaboration with partners and field engineers. • Install, commission and administer Windows and Linux operating systems. • Work with PCB technology, including flashing boards, setting switches/jumpers, and adding RAM or CPU modules. • Utilize remote desktop tools such as TeamViewer, AnyDesk, iDRAC and RDP for support activities. • Earn additional certifications (e.g., CCNP, CompTIA N+/A+, Red Hat RHCSA/RHCE) to enhance qualifications. • Commit to flexible scheduling as business demands require.

Key Responsibilities

• ▸technical support
• ▸configuration
• ▸installation
• ▸fault troubleshooting
• ▸os administration
• ▸firmware upgrades

What You Bring

A bachelor’s degree in engineering or an equivalent technical discipline is required, together with 3‑5 years of experience supporting electronic or IT solutions in the field. Candidates must possess solid knowledge of basic electronics, electromagnetic and RF principles, and be comfortable using multimeters, working with circuits, relays and power supplies. Proficiency in Windows/Linux OS installation and administration, PCB technology, and basic Microsoft SQL Server database troubleshooting is also essential. Advanced networking skills are required, with a CCNA certification or equivalent demonstrating deep understanding of TCP/IP, Ethernet, routing, network security and LAN/WAN switching, as well as the ability to perform complex network troubleshooting. Experience with remote desktop tools (TeamViewer, AnyDesk, iDRAC, RDP) and familiarity with access control, video systems, and building‑management products are advantageous, as are certifications such as CCNP, CompTIA N+/A+, or Red Hat RHCSA/RHCE. The role demands integrity, accountability, strong communication, problem‑solving, analytical and negotiation skills, and near‑native English proficiency (C1 level) with additional languages as specified. • Hold a bachelor’s degree in engineering or an equivalent technical field. • Possess 3–5 years of experience supporting electronic or IT solutions in a field environment. • Demonstrate knowledge of basic electronics, electromagnetic and RF principles, and proficiency with multimeters and circuit components. • Perform basic Microsoft SQL Server database creation, management and troubleshooting. • Maintain CCNA certification or equivalent, with advanced TCP/IP, Ethernet, routing, network security and LAN/WAN troubleshooting skills. • Have familiarity with access control, video systems and building‑management products; Salesforce.com knowledge is a plus. • Communicate effectively in near‑native English (C1) and, where required, additional languages. • Apply strong customer‑facing, negotiation, analytical, risk‑management and escalation skills.

Requirements

• ▸engineering degree
• ▸ccna
• ▸sql server
• ▸tcp/ip
• ▸electronics
• ▸remote desktop

Work Environment

Field