Offer summary

Qualifications:

5+ years of experience as a software support engineer or software engineer, including internships., Technical experience in the Security/Surveillance industry with knowledge of SQL and operating systems., Strong troubleshooting skills for software and hardware issues in a fast-paced environment., Advanced English proficiency and ability to work effectively in a remote setting..

Key responsibilities:

Provide exceptional software application support via phone, email, and remote tools.

Manage and resolve cases using Salesforce or a similar CRM system.

Document issues and solutions accurately and promptly.

Engage in continuous learning about physical security and enterprise incident management solutions.

Job description

Join Hexagon's Global Team as a Software Technical Support Engineer

At Hexagon, our physical security team develops cutting-edge software to safeguard our world. Our video and incident management solutions empower our clients to swiftly resolve incidents and minimize their impact. As a global company headquartered in the US, with service teams across the US, UK, India, Israel, and Germany, we are dedicated to creating a safer world.

We are seeking a tech-savvy hero to join us as a Software Technical Support Engineer. This role begins as a one-year contract with the potential for permanent employment for the right candidate. This role is 100% remote, but candidates must reside in Mexico, preferably in the Mexico City area. This is not just any tech job; it’s your opportunity to make a significant impact by offering top-notch support to our partners and customers. You’ll be the vital link between our world-class software and the people who depend on it daily.

Responsibilities:

Provide exceptional software application support over the phone, via email, and remotely using third-party remote-control software.
Manage and resolve cases using Salesforce or a similar CRM system.
Accurately document issues and solutions promptly.
Escalate and seek assistance when necessary.
Maintain professionalism and composure in all situations.
Share your expertise with the team.
Engage in continuous learning about our physical security and enterprise incident management solutions.

Requirements:

5+ years of experience as a software support engineer or software engineer (internships included).
5+ years of technical experience in the Security/Surveillance industry, including database knowledge (SQL 2008/2012), operating system familiarity, and experience with distributed web applications.
Ability to troubleshoot software and hardware issues in a fast-paced, agile environment, requiring critical thinking and strong problem-solving skills.
Excellent knowledge of network concepts.
Demonstrated knowledge of Windows 7/8/10 and Windows Server 2008/2012/2016.
Proficiency in SQL and IIS; knowledge of Message Queuing is preferred.
Previous experience with VMS software is preferred.
Advanced English proficiency is required.
Ability to travel to customer sites in the US, approximately 10% of the time.
Willingness to work outside business hours to address critical issues based on a paid on-call support model.
Ability to work effectively in a fully remote setting.

What we offer you?:

100% remote arrangement
Flexible working hours to balance work/life
A great team of colleagues who work collaboratively and share knowledge
Having a voice and making an impact
Open and honest feedback
Challenging role with career growth opportunities

Join Hexagon's physical security team:

Be part of an extraordinary team dedicated to making a difference.
Provide best-in-class support and help us create a safer world.
Work in a dynamic, innovative environment with opportunities for growth and development.

If you are ready to take on this exciting challenge, please submit your CV in English as we are a global hiring team.

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