Physical Security Systems Engineer – Access Control, CCTV, Intercom

This is a fully remote position, open to applicants in Dominican Republic.

📋 Description

• Collaborate with Sales and Customer Success teams to gather the technical information necessary for deployment.

• Compile and organize site details, credential lists, door and camera schedules, network needs, and client preferences.

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

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

• Work with field technicians to confirm configurations post-installation and address any discrepancies.

• Oversee the technical handoff processes among sales, programming, and field installation teams.

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

• Triage, document, manage, and resolve helpdesk support tickets.

• Carry out remote troubleshooting and system reconfiguration, including user and credential modifications, schedule updates, device resets, connectivity troubleshooting, and diagnostics for cameras or readers.

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

• Monitor ticket resolution and identify recurring technical challenges.

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

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

• Perform regular system health checks.

• Create and maintain Standard Operating Procedures (SOPs), troubleshooting documentation, configuration guides, and knowledge-base resources.

• Standardize system configurations, templates, and processes across different platforms.

• Suggest improvements to decrease recurring incidents and enhance support efficiency.

• Report trends in system health, recurring issues, and opportunities for process improvement to leadership.

⛳️ Requirements

• Proficient in both spoken and written English and Spanish.

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

• Strong technical troubleshooting and problem-solving abilities.

• Capability to independently diagnose and resolve technical issues in a remote support setting.

• Experience utilizing helpdesk ticketing systems and structured support processes.

• Excellent client-facing communication skills and the ability to interact professionally with U.S.-based customers.

• Exceptional documentation skills, with the capability to produce clear configuration notes, technical procedures, and SOPs.

• Strong organizational and time-management skills.

• Ability to handle multiple technical requests, tickets, and projects at once.

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

• Familiarity with low-voltage and networking fundamentals.

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

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

• Existing certifications in security platforms are an advantage.

🏝️ Benefits

• Competitive salary package.

• Paid sick days.

• Private health insurance.

• Christmas bonus.

• Performance-based incentives.

• Ongoing training and professional development opportunities.

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

• Opportunities for career advancement within a growing organization.

• Remote work environment.

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

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

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