Project Engineer

Pavion Connects and Protects by providing innovative fire, security, and communication integration solutions to customers across 70+ U.S. locations and 22 countries. We bring industry-leading expertise to clients in enterprise, healthcare, education, government, data center, and retail industries.

As a global leader, Pavion specializes in the design, installation, service, and maintenance of cutting-edge fire alarm systems, critical communications, video surveillance, access control, and advanced AV technologies. Our mission is to bring clarity and transformation to safety, security, and communication through integral technology and radical service.

With a commitment to safety, reliability, and operational excellence, Pavion ensures scalable, future-ready solutions tailored to meet and exceed our clients' needs. Learn more at www.pavion.com

Pavion and our family of companies are seeking a talented and motivated Project Engineer to join our shared services team. The Project Engineer is a dedicated technical resource focused on supporting Pavion's field service teams across all business units. This role serves as a centralized escalation point for complex service-related issues, providing remote diagnostic support, system troubleshooting, and technical guidance to ensure timely resolution of customer challenges. The Technical Support Engineer contributes to Pavion's mission of delivering consistent, high-quality service while reinforcing standards and sharing best practices across the organization.

Primary Responsibilities:

• Act as a Tier 2/Tier 3 support escalation resource for field technicians and service teams across Pavion's national footprint.
• Remotely assist in diagnosing and resolving issues related to installed systems, including Access Control, Video Surveillance, Intrusion Detection.
• Provide real-time troubleshooting support via phone, video, and remote access tools during field service calls and urgent service events.
• Document case resolutions, recurring problems, and field trends to inform training, system design feedback, and continuous improvement efforts.
• Work closely with service managers and dispatch to prioritize and manage escalated tickets for high-profile or technically challenging cases.
• Collaborate with manufacturer technical support and internal engineering teams to resolve complex issues that require multi-tiered engagement.
• Assist with firmware reviews, configuration validation, and field upgrades to ensure systems meet current standards and customer expectations.
• Contribute to the creation of COE knowledge base content, service bulletins, and technician support guides.
• Support the onboarding of new technicians through technical mentoring and hands-on remote support.
• Participate in an on-call rotation to support critical after-hours service needs.

Basic Qualifications:

• Minimum 3 years of experience in a technical support or field service engineering role, preferably within the security, fire, or AV industries
• Strong diagnostic and troubleshooting skills with a focus on post-installation system performance and stability
• Familiarity with IP networking, Windows operating systems, and integrated system architectures
• Excellent communication and interpersonal skills, with a strong customer service mindset
• Ability to work independently in a fast-paced environment and handle multiple escalations simultaneously

Preferred Qualifications:

• Certifications or experience with systems such as Lenel, Genetec, Milestone, Exacq, Honeywell, DMP, Notifier, EST, or Crestron
• Experience supporting enterprise or multi-site service environments
• Familiarity with remote troubleshooting tools and support ticketing systems (e.g., ServiceNow, Dynamics)
• Working knowledge of SQL databases, logging tools, or scripting is a plus

Disclaimer: This job description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required. The employer has the right to revise this job description at any time. The job description is not be construed as a contract for employment.

Pavion is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.