Physical Security Systems Engineer

Black Birch Technology Group is seeking a technically skilled and highly organized Physical Security Systems Engineer to support the operations of a U.S.-based commercial security integrator.

This role serves as a central technical resource across three key areas: new system onboarding and configuration, remote technical support for existing clients, and ongoing systems health and best-practice management.

The ideal candidate is comfortable working directly with U.S.-based clients, troubleshooting technical issues remotely, configuring security platforms, documenting technical processes, and coordinating with sales, customer success, field technicians, and leadership.

New System Onboarding & Configuration

• Partner with Sales and Customer Success teams after new projects are sold to gather the technical information required for deployment.

• Collect and organize site details, credential lists, door and camera schedules, network requirements, and client preferences.

• Program and configure system databases, controllers, panels, cloud-based intercom systems, access control platforms, and related technologies before field deployment.

• Create standardized, field-ready configuration packages and programming templates.

• Coordinate with field technicians to validate configurations after installation and resolve discrepancies between programmed systems and actual site conditions.

• Maintain clear technical handoff processes between sales, programming, and field installation teams.

Technical Support & Managed Services

• Serve as a technical point of contact for clients experiencing system issues, requesting system changes, or requiring technical assistance.

• Triage, document, manage, and resolve support tickets through the organization's helpdesk system.

• Perform remote troubleshooting and system reconfiguration, including user and credential changes, schedule updates, device resets, connectivity troubleshooting, and camera or reader diagnostics.

• Escalate complex issues to field technicians or engineering leadership when onsite intervention or advanced troubleshooting is required.

• Track ticket resolution and identify recurring technical issues that may indicate broader system or training problems.

• Provide support across access control, CCTV, intercom, and related security technologies.

Systems Health & Best Practices

• Monitor deployed systems for device availability, connectivity, software and firmware status, licensing, and overall platform health.

• Conduct recurring system health checks to identify potential issues before they affect clients.

• Develop and maintain SOPs, troubleshooting documentation, configuration guides, and internal knowledge-base resources.

• Identify opportunities to standardize system configurations, templates, and processes across platforms.

• Recommend technical and operational improvements that reduce recurring incidents and improve support efficiency.

• Report system health trends, recurring problems, and process improvement opportunities to leadership.

The client specifically identifies platforms including Avigilon, Isonas, Keyscan, Hanwha, Hikvision, 2N, Swiftlane, and Motorola Solutions.

• Fluent spoken and written English and Spanish.

• Previous experience with access control and/or video surveillance systems, including installation, programming, configuration, or technical support.

• Strong technical troubleshooting and problem-solving skills.

• Ability to independently diagnose and resolve technical issues in a remote support environment.

• Experience working with helpdesk ticketing systems and structured support processes.

• Strong client-facing communication skills and ability to work professionally with U.S.-based customers.

• Excellent documentation skills with the ability to create clear configuration notes, technical procedures, and SOPs.

• Strong organizational and time-management skills.

• Ability to manage multiple technical requests, tickets, and projects simultaneously.

• Reliable home-office environment with stable internet connectivity suitable for remote system access and video meetings.

These are based directly on the client's stated required qualifications.

• Experience with one or more of the following platforms:

• Avigilon
  
• Hanwha
  
• Hikvision
  
• Isonas
  
• Keyscan / dormakaba Aurora
  
• 2N
  
• Swiftlane
  
• Motorola Solutions
  

• Previous experience working in a Managed Services Provider (MSP) or systems-integration environment.

• Familiarity with low-voltage and networking fundamentals.

• Understanding of IP addressing, VLANs, PoE, VPN connectivity, and related networking concepts.

• Experience using Microsoft Visio or similar tools for floor plans, riser diagrams, and technical documentation.

• Existing security-platform certifications are an advantage.

The client specifically treats the platform knowledge, Visio skills, MSP/systems-integrator experience, and networking fundamentals as preferred rather than mandatory.

• Remote troubleshooting and technical support

• Access control systems

• CCTV and video surveillance systems

• Intercom systems

• Helpdesk and ticketing platforms

• System programming and configuration

• IP networking fundamentals

• VLANs, PoE, and VPN connectivity

• Technical documentation and SOP development

• Device and system health monitoring

• Microsoft Visio or similar diagramming tools

• Technical Troubleshooting

• Customer Service

• English & Spanish Communication

• Problem Solving

• Attention to Detail

• Technical Documentation

• Organization & Time Management

• Independent Work

• Process Improvement

• Systems Thinking

• Client Communication

• Technical Adaptability

• Competitive salary package.

• Paid sick days.

• Private health insurance.

• Christmas bonus.

• Performance-based incentives.

• Continuous training and professional development opportunities.

• Opportunity to obtain and expand industry-specific technical certifications.

• Opportunities for career growth within a growing organization.

• Remote work environment.

• Opportunity to work directly with U.S.-based clients and modern security technologies.

• Exposure to access control, CCTV, networking, intercom, and integrated security platforms.

• Supportive culture that values employee well-being and professional growth.