Technical Support Engineer - Security

Nedap Inc•Burlington, MA

17h•Hybrid

About The Position

Nedap is a global technology company dedicated to creating innovative, high-impact solutions that improve everyday work. With over 1,000 employees worldwide, Nedap is recognized as a global leader in RFID platform solutions, driving digital transformation across multiple industries. In North America, Nedap has been operating for nearly 15 years and continues to scale rapidly across three key markets. As the organization accelerates its growth in North America, we are hiring a Technical Support Engineer for our Nedap Security Management Business. As a Technical Support Engineer, you will provide technical support to global customers and partners within your local time zone while continuing to develop your technical expertise and international network. You will be part of the Global Technical Support Centre of Nedap Security Management. The team consists of colleagues based at our headquarters in the Netherlands, across Europe, and in other regions around the world.

Requirements

Technical understanding of IT infrastructures, networks, databases, software, and hardware environments
Knowledge of networking concepts such as TCP/IP, DNS, routers, firewalls, ports, and connectivity troubleshooting
Strong troubleshooting and analytical skills
Excellent communication skills in English, both written and verbal
Customer-first mindset with a strong service orientation
Ability to work independently and proactively manage priorities
Organized and structured approach to work
Hands-on mentality with willingness to support operational and technical tasks
Ability to remain calm and solution-focused in fast-paced situations
Curiosity and willingness to continuously learn and develop technical expertise
Flexible availability: This role requires participation in an on-call rotation, including occasional evenings, weekends, and holidays, to support critical issues.
Valid U.S. driver’s license and eligibility for U.S. employment

Responsibilities

Provide technical support to business partners and end customers across North America and global regions within your local time zone.
Troubleshoot and resolve issues related to software, hardware, networking, integrations, and system performance.
Support customers and partners in deploying and optimizing Nedap Security Management solutions.
Deliver technical guidance, training, and occasional on-site support to help partners become more autonomous and successful.
Act as a product specialist by continuously developing expertise in Nedap’s access control solutions and new functionalities.
Stay up to date on product developments and industry trends.
Support testing of new functionalities and contribute to technical documentation and knowledge sharing within the global Technical Support team.
Identify recurring issues and proactively suggest improvements to enhance customer experience and operational efficiency.
Work closely with Product Experts, Engineering, Sales, and Operations teams to support customer success, improve internal processes, and contribute to product improvements based on customer feedback and field experience.