Technical Support Engineer - Security

Originally founded in 1929 in the Netherlands, Nedap is a global technology company dedicated to creating innovative, high-impact solutions that improve everyday work. With over 1,000 employees worldwide, Nedap is recognized as a global leader in RFID platform solutions, driving digital transformation across multiple industries.

In North America, Nedap has been operating for nearly 15 years and continues to scale rapidly across three key markets. As the organization accelerates its growth in North America, we are hiring a Technical Support Engineer for our Nedap Security Management Business.

As a Technical Support Engineer, you will provide technical support to global customers and partners within your local time zone while continuing to develop your technical expertise and international network.

You will be part of the Global Technical Support Centre of Nedap Security Management. The team consists of colleagues based at our headquarters in the Netherlands, across Europe, and in other regions around the world.

Key responsibilities:

• Technical Customer Support: Provide technical support to business partners and end customers across North America and global regions within your local time zone. Troubleshoot and resolve issues related to software, hardware, networking, integrations, and system performance.
• Customer Enablement & Training: Support customers and partners in deploying and optimizing Nedap Security Management solutions. Deliver technical guidance, training, and occasional on-site support to help partners become more autonomous and successful.
• Product Expertise & Continuous Learning: Act as a product specialist by continuously developing expertise in Nedap’s access control solutions and new functionalities. Stay up to date on product developments and industry trends.
• Testing, Documentation & Improvement: Support testing of new functionalities and contribute to technical documentation and knowledge sharing within the global Technical Support team. Identify recurring issues and proactively suggest improvements to enhance customer experience and operational efficiency.
• Cross-Functional Collaboration: Work closely with Product Experts, Engineering, Sales, and Operations teams to support customer success, improve internal processes, and contribute to product improvements based on customer feedback and field experience.

What we’re looking for:

• Technical understanding of IT infrastructures, networks, databases, software, and hardware environments
• Knowledge of networking concepts such as TCP/IP, DNS, routers, firewalls, ports, and connectivity troubleshooting
• Strong troubleshooting and analytical skills
• Excellent communication skills in English, both written and verbal
• Customer-first mindset with a strong service orientation
• Ability to work independently and proactively manage priorities
• Organized and structured approach to work
• Hands-on mentality with willingness to support operational and technical tasks
• Ability to remain calm and solution-focused in fast-paced situations
• Curiosity and willingness to continuously learn and develop technical expertise

Other requirements:

• Flexible availability: This role requires participation in an on-call rotation, including occasional evenings, weekends, and holidays, to support critical issues.
• This is a hybrid role based in Burlington, MA, requiring in-office presence two days per week
• Domestic and international travel (15-25%), including trips to our headquarters in the Netherlands
• Valid U.S. driver’s license and eligibility for U.S. employment

Prolonged Desk Work: Extended periods of sitting at a desk and working on a computer, requiring good posture and ergonomic practices. Lifting requirements: must be able to occasionally lift and carry items weighing 15-20 pounds

What We Offer

• Competitive salary
• Health, dental, and vision insurance
• 401(k) with company match
• Life, LTD, and STD insurance coverages
• Flexible work hours and remote options
• Paid time off (PTO) and parental leave
• A professional environment that supports personal and professional growth — “First People, then Technology”

Base Salary range based on experience level and location is estimated to be in the range of $90,000 – $125,000.

Nedap is proud to be an Equal Opportunity Employer, committed to fostering a diverse, inclusive, and equitable work environment where every individual is valued and empowered to thrive.  Nedap provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to age, color, sex, disability, national origin, race, religion, veteran status, or any other characteristic protected by federal, state or local laws.

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