Responsibilities

The Customer Support Engineer will support our Public Safety mission-critical software applications and will be the primary liaison between our end users, the North American Hexagon business unit, and our product development organization. They will have a keen understanding of Hexagon’s product offerings, be able to investigate, diagnose, and solve complex technical problems while communicating our value to the Public Safety industry.

Some of the responsibilities include the following:

• Provide high-quality phone, web, and email support focusing on North American Hexagon Customers
• Perform extensive troubleshooting of key software and hardware components
• Be able to replicate complex customer issues
• Conduct customer care review calls to discuss current open issues
• Work onsite at customer locations 2 days per week (additional days as needed) in the Foxborough, MA area
• Take ownership of technical incidents and coordinate resolution with services or product development teams when necessary
• Train customers in system operation and software functionality
• Keep abreast of new company products and services
• Contribute to team effort by accomplishing related results as needed
• Perform other reasonable and related duties
• The Company reserves the right to change duties at any time

#LI-RM LI-#SIG2025

Education / Qualifications

• A passion for client success
• A passion to communicate and respond rapidly to client concerns and maintaining a quality flow of update information during the resolution process
• 2-4 years of customer service experience is a plus, but not required
• General technical knowledge of Microsoft products and technologies including Windows Servers and SQL databases
• Readiness to learn new technologies at lightning speed
• Able to work at local customer locations 2 days per week with additional onsite days as needed
• First Responder or Public Safety experience highly preferred
• Located in the Foxborough, MA area.

About Hexagon

Hexagon is the global leader in enterprise software, empowering organizations to build a safer, more sustainable and efficient future. We transform complex data into actionable insights that drive smarter decisions, modernize operations and accelerate digital maturity across industries that matter most — public safety, defense, transportation, government, industrial facilities and physical security.
 
Hexagon (Nasdaq Stockholm: HEXA B) has approximately 24,800 employees in 50 countries and net sales of approximately 5.4bn EUR. Learn more at hexagon.com. 

Why work for Hexagon?

At Hexagon, if you can see it, you can do it. Hexagon puts their trust in you so that you can bring your ideas to life. We have emerged as one of the most engaged and enabled workplaces*. We are committed to creating an environment that is truly supportive by providing the resources you need to fully support your ambitions, no matter who you are or where you are in the world. 
 
* In the recently concluded workplace effectiveness survey by Korn Ferry, a global HR advisory firm, Hexagon, has emerged as one of the most Engaged and Enabled workplaces, when compared to similar organizations that Korn Ferry partners with. 

Everyone is welcome

At Hexagon, we believe that diverse and inclusive teams are critical to the success of our people and our business. Everyone is welcome—as an inclusive workplace, we do not discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all. 
 
Respect is the cornerstone of how we operate, so speak up and be yourself. You are valued here.