Support Engineer II

Minuteman Security & Life Safety; Andover (MA); On-site; USD 60,000 - 97,000; Full time

Benefits offered by this job

Health coverage

Paid holidays

Job summary

Minuteman Security & Life Safety is seeking a Support Engineer II to provide advanced technical support for security products and services in Andover, MA. You will troubleshoot medium-to-complex problems, coordinate with engineering teams on incidents, and mentor junior staff as part of a collaborative security-focused group.

The role emphasizes root cause analysis, knowledge-base development, and deployment assistance. A security-minded professional with strong communication will thrive here.

Qualifications

• Bachelor’s degree or equivalent experience in a related field.
• Prior IT support experience, preferably security-focused.
• Experience with security compliance regulations (PCI-DSS, GDPR, HIPAA).
• Certifications such as Security+, CISSP, or CEH are preferred.

Responsibilities

• Provide tier-2 technical support for security products and services.
• Coordinate with engineering teams to resolve security incidents.
• Perform root cause analysis for recurring issues.
• Document resolutions and create knowledge base articles.
• Assist in deployment and updates of security tools.
• Mentor junior engineers and provide training on security technologies.
• Communicate issue status clearly to customers.
• Engage in other duties as assigned.

Skills

Tier-2 support

Incident coordination

Root cause analysis

Mentoring

Customer communication

Security technologies

SIEM tools

Firewalls

VPNs

Endpoint protection

IDS/IPS

Documentation

Education

Bachelor’s degree in Computer Science/IT/Cybersecurity

Tools

SIEM

Firewalls

VPNs

Endpoint protection

IDS/IPS

Job description

Job Overview Summary

The Support Engineer II provides more advanced technical support for security products and services. This role is focused on troubleshooting, managing incidents, and assisting customers with medium-to-complex security problems. The individual in this role will work both independently and in collaboration with other teams to resolve issues and ensure the security infrastructure is working optimally.

What you’ll be doing (and doing well!)

• Provide tier-2 support for security-related issues, troubleshooting and resolving moderately complex problems
• Coordinate with other engineering teams to resolve security incidents
• Perform root cause analysis for recurring technical problems
• Document resolutions and create knowledge base articles for customers
• Assist in the implementation and deployment of security tools or updates
• Mentor junior support engineers and provide training on security technologies
• Communicate effectively with customers, ensuring they are kept informed of issue resolution progress
• Perform other job-related duties as assigned.

Responsibilities

• Own It: Focus on excellence in everything you do and each interaction you have with all clients
• Learn: Absorb the training. Make yourself an expert on our portfolio of solutions
• Represent: Always understand that you are the face of the company to our customers
• Diversity: Every project is different so you must enjoy variety in your workday
• Work as One Team: Work closely with Minuteman’s sales, management, and operations teams to best serve our customers
• Find a way: Turn challenges into opportunities
• Play To Win.

What We Like About You

• A Sense of humor, creativity, and positive attitude
• Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, or a related field (or equivalent experience)
• Prior experience in IT support, preferably in a security-focused role
• Strong experience with security technologies such as firewalls, VPNs, endpoint protection, and intrusion detection/prevention systems
• Solid understanding of cybersecurity principles and best practices
• Familiarity with security compliance regulations (e.g., PCI-DSS, GDPR, HIPAA)
• Certifications such as CompTIA Security+, Certified Information Systems Security Professional (CISSP), or Certified Ethical Hacker (CEH) are preferred
• Experience with SIEM tools, threat detection, and incident response
• Strong multitasking, troubleshooting, and communication skills

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

Pay Transparency Statement

The base salary range for this role is $60,000 - $97,100. Note that salary may vary based on location, skills, and experience and may vary from the amounts listed above. This position may also be eligible for commission in addition to base salary as well as health coverage, paid holidays, and other benefits.

Equal Employment Opportunity (EEO) Statement

Minuteman Security & Life Safety is an equal opportunity employer that is committed to diversity, equity and inclusion and providing a workplace that is free from discrimination and harassment of any kind based on race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions, sexual orientation, and gender identity), national origin, age, disability or genetic information or any other status or characteristic protected by federal, state, or local law. Minuteman Security & Life Safety provides equal employment opportunity to all individuals regardless of these protected characteristics. Further, Minuteman Security & Life Safety takes affirmative action to ensure that applicants and employees are treated without regard to any of these protected characteristics in all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and separation from employment.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Drug-Free Workplace Statement

Minuteman Security Technologies, Inc is an equal opportunity employer, that offers a smoke-free and drug-free workplace.