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.

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.

• 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 Wear 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 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 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…