Remote Production Support Engineer Jobs in Massachusetts

Company: BCM Controls / Comfort Systems USA
Location: Woburn, MA
Job Type: Full-Time
Schedule: Monday-Friday, standard business hours; on-call rotation and occasional after-hours support may be required
Pay: $45.00 - 55.00 per hour

Work Location: Inoffice, with remote technical support responsibilities

BCM Controls is seeking a Security Systems Engineer - Remote Support to provide advanced technical support, troubleshooting, configuration, maintenance, and consultation for electronic security systems.

This role supports both customers and internal teams across access control, video surveillance, intrusion detection, intercom, visitor management, and integrated security platforms. The ideal candidate has strong troubleshooting skills, excellent customer service skills, and hands-on experience supporting multiple security manufacturers and software platforms.

• Provide remote technical support to customers and field technicians by phone, email, remote desktop, and VPN
• Diagnose and resolve hardware, software, network, and system integration issues
• Troubleshoot access control panels, card readers, door hardware, cameras, video servers, intrusion panels, and related devices
• Perform root cause analysis and document findings, corrective actions, and resolutions
• Complete system health checks, upgrades, firmware updates, and preventive maintenance reviews
• Configure users, permissions, schedules, alerts, reports, and system integrations
• Serve as a trusted technical resource for customers, field technicians, project managers, and internal teams
• Create detailed service notes, troubleshooting records, and resolution documentation
• Support system commissioning, maintenance, upgrades, training, and project support as needed
• Participate in an on-call support rotation and emergency response activities as required

Experience with one or more of the following is strongly preferred:

• Access Control: CCURE 9000, Genetec, LenelS2, S2 NetBox, Brivo, Security Expert, DSX, Avigilon Alta
• Video Management Systems: Milestone XProtect, Genetec, Avigilon Control Center, Eagle Eye Networks, ExacqVision
• Intrusion detection systems
• Intercom systems
• Visitor management platforms
• Cloud-based security platforms
• Windows Server environments
• TCP/IP networking
• VPN and remote access tools

• 3-5 years of experience supporting electronic security systems
• Strong knowledge of access control, video surveillance, and intrusion systems
• Understanding of Windows Server environments and TCP/IP networking
• Ability to troubleshoot hardware, software, network, and integration issues
• Strong communication, documentation, and customer service skills
• Ability to manage multiple priorities and work independently
• Strong attention to detail and follow-through

• Enterprise security platform experience
• SQL database knowledge
• VMware or Hyper-V experience
• Security manufacturer certifications
• Cloud-hosted security application support experience
• Experience supporting field technicians or customers in a service environment

BCM Controls is part of Comfort Systems USA, a leading provider of building technology and mechanical services. We offer a collaborative team environment, steady work, and the opportunity to support complex security systems across a wide range of customer sites.

Eligible employees may receive a competitive benefits package, including:

• Medical, dental, and vision insurance
• 401(k) plan with company match
• Paid time off and paid holidays
• Life and disability insurance
• Employee Assistance Program
• Career development and training opportunities

BCM Controls / Comfort Systems USA is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, genetic information, or any other status protected by applicable law.

If you are an experienced security systems professional with strong troubleshooting skills and a customer-focused approach, we encourage you to apply.