Technical Support Engineer - Security

Nedap Inc•Burlington, MA

2d•Hybrid

About The Position

Nedap is seeking a Technical Support Engineer for its Nedap Security Management Business in North America. This role will provide technical support to global customers and partners within their local time zone, while also fostering the development of technical expertise and an international network. The successful candidate will join the Global Technical Support Centre of Nedap Security Management, collaborating with colleagues internationally. The position is hybrid, based in Burlington, MA, requiring two days per week in the office, and involves domestic and international travel (15-25%).

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.