Hybrid Bilingual Tech Services Engineer

axis; Chelmsford (MA); Hybrid; USD 78,000 - 80,000; Full time

Benefits offered by this job

Tuition reimbursement

Parental leave

Sabbatical after 5 years

401(k) with employer matching

Health benefits

Job summary

Axis Communications is seeking a Technical Services Engineer who is bilingual in English and Portuguese for a hybrid role based in Chelmsford, MA. After training, one week onsite and one week remote is available, with option to work full-time in the office.

The role provides technical support for IP cameras and security solutions, requiring strong networking knowledge and customer service, and involves collaboration with engineering teams to resolve issues promptly.

Qualifications

• Minimum 2 years’ experience in a call center-type environment with an excellent customer service background
• Secondary language skill: Portuguese with English - A Must!
• Knowledge of network routing and switching protocols
• Experience configuring PCs, installing various operating systems and software applications
• Experience configuring switches, routers, and other network-related components
• Ability to resolve issues and troubleshoot in an unscripted manner
• Excellent communication and interpersonal skills
• Self-motivated and energetic with a positive approach to problem solving
• Eye for details with good time management skills - must be able to handle multiple issues in an organized manner

Responsibilities

• Provide world-class technical support for partners and end customers via inbound telephone, online helpdesk, and live chat cases
• Manage a high work volume with time-bound constraints
• Analyze problems and identify solutions by utilizing databases of existing issues, debugging tools and simple or moderate lab simulations
• Ensure escalations and handoffs are efficient by documenting cases clearly and completely
• Escalate and collaborate with Software and/or Hardware Engineering to see the problem through to resolution
• Develop subject matter expertise and train/mentor others
• Use troubleshooting skills to: perform lab replications, research more difficult problems, test engineering provided fixes to ensure the solution resolves the customers' problem

Skills

Portuguese (language)

English (language)

Customer service

Technical support

Network troubleshooting

Tools

Salesforce Service Cloud

Windows

Job description

Axis Communications is seeking a Technical Services Engineer who is bilingual in English and Portuguese for a hybrid role based in Chelmsford, MA. After training, one week onsite and one week remote is available, with option to work full-time in the office.

The role provides technical support for IP cameras and security solutions, requiring strong networking knowledge and customer service, and involves collaboration with engineering teams to resolve issues promptly.