Professional Service Systems Engineer

Professional Service Systems Engineer

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.