Massachusetts technical support engineer employment contract template

Massachusetts Technical Support Engineer Employment Contract

This Full-Time Technical Support Engineer Employment Contract (the "Agreement") is made and entered into as of this [Date] by and between [Employer Full Legal Name], a company organized under the laws of [State of Incorporation], with its principal place of business at [Employer Full Address] ("Employer"), and [Employee Full Legal Name], residing at [Employee Full Address] ("Employee").

Employer Contact Number: [Employer Contact Number]

Employer Email: [Employer Email]

Employee Contact Number: [Employee Contact Number]

Employee Email: [Employee Email]

1. Employment

The Employer hereby employs the Employee, and the Employee hereby accepts employment with the Employer, as a Technical Support Engineer.

Option A: The Employee's employment shall commence on [Start Date].

Option B: The Employee's employment shall commence as soon as practicable following the execution of this Agreement.

2. Position and Responsibilities

Employee will serve as a Technical Support Engineer, providing tiered technical support (Level [Level Number], as applicable).

The Employee's duties and responsibilities shall include, but not be limited to:

• Incident management and root cause analysis.
• Troubleshooting hardware, software, and network issues.
• Resolving tickets through helpdesk systems.
• Participating in on-call rotation as required.
• Escalating complex issues according to established protocols.
• Providing remote and on-site support to clients in Massachusetts.
• Direct communication with customers and stakeholders.
• Maintaining customer satisfaction standards and adhering to SLAs.
• Required technical skills: [List of Technical Skills]
• Platforms: [List of Platforms]
• Diagnostic Tools: [List of Diagnostic Tools]
• Operating Systems: [List of Operating Systems]
• Core Technologies: [List of Core Technologies]
• Certifications (Essential/Preferred): [List of Certifications]

Employee will report to [Reporting Manager Title].

Employee will collaborate with [Teams Employee Will Collaborate With].

3. Work Location

The Employee's primary work location will be at [Work Location Address] in Massachusetts.

Option A: Remote work is not permitted.

Option B: Remote work is permitted according to the Employer's remote work policy.

Option C: Hybrid work arrangement: [Describe Hybrid Arrangement].

Equipment Provisioning: [Details on Equipment Provisioning].

Data/System Access Protocol: [Details on Data/System Access].

Cybersecurity Measures: [Details on Cybersecurity Measures].

Remote Technical Support Rules: Including compliance with Massachusetts data privacy law, encryption, secure VPN usage, and breach notification requirements.

4. Employment Type and Work Schedule

This is a full-time employment position.

Option A: The Employee's standard work schedule will be [Number] hours per week.

Option B: The Employee's standard work schedule will be [Specific Schedule].

Option C: Flexible scheduling policies apply: [Describe Flexible Scheduling Policies].

Overtime Eligibility: The Employee is [Exempt/Non-Exempt] from overtime.

Overtime Calculation: Overtime will be calculated and paid in accordance with Massachusetts wage and hour laws. This includes daily/weekly overtime thresholds and calculation of the "regular rate".

Meal and Rest Breaks: Meal and rest breaks will be provided in accordance with Massachusetts law.

Split Shift Practices: [Describe Split Shift Practices, if any].

5. Compensation and Benefits

The Employee's salary will be [Salary Amount] per [Pay Period] (weekly or bi-weekly).

Option A: The Employee's hourly pay rate will be [Hourly Rate] per hour.

Pay Frequency: [Weekly/Bi-Weekly]

Overtime Premium Rate: [Overtime Premium Rate] (in accordance with Massachusetts law).

Shift Differentials: [Describe Shift Differentials, if any].

Emergency/On-Call Stipends: [Describe Stipends, if any].

Bonus Structure: [Describe Bonus Structure, if any] (tied to technical performance metrics or customer satisfaction KPIs).

Equity Eligibility: [Describe Equity Eligibility, if any].

The Employee will be eligible for the following benefits, subject to the terms and conditions of the Employer's benefit plans:

• Health, dental, and vision coverage.
• Sick Time: Accrual and usage in accordance with the Massachusetts Earned Sick Time Law.
• Paid Family and Medical Leave (PFML): Eligibility as per Massachusetts law.
• Paid Holidays: [List of Paid Holidays] (including Massachusetts/Patriot’s Day).
• Vacation: Accrual policies as outlined in the Employee Handbook.
• Commuter/Transportation Benefits: Compliant with local tax codes.
• Tuition/Technical Certification Reimbursement: With defined approval processes.
• Professional Development or Safety Training.
• Wellness, childcare, or life/disability insurance (if offered): [Details of Insurance].

6. Intellectual Property

All support-related code, technical documentation, solutions, tools, and fixes or scripts developed by the Employee during the course of employment are the sole and exclusive property of the Employer.

This includes, but is not limited to, materials covered by the Massachusetts Uniform Trade Secrets Act.

External Project Participation: Requires Employer consent.

Open-Source Contributions: Requires Employer consent.

7. Confidentiality

The Employee agrees to hold all confidential information of the Employer, including customer data, incident logs, proprietary troubleshooting methods, and internal knowledge bases, in strict confidence.

This obligation includes compliance with Massachusetts data breach and privacy notification laws (Mass. Gen. Laws ch. 93H and 93I).

This confidentiality obligation shall survive the termination of this Agreement.

8. Code of Conduct

The Employee agrees to adhere to the Employer's code of conduct, which includes, but is not limited to:

• Professional customer interaction, including handling of sensitive data per local privacy expectations.
• Proper use of admin rights and remote tools.
• Prohibition on unauthorized system access or data extraction.
• Adherence to internal incident reporting/escalation protocols.
• Participation in security awareness training.
• Accurate and complete documentation of all support actions.

Compliance with Massachusetts-specific security policies and regulations for sectors, such as 201 CMR 17.00 or HIPAA/PCI DSS if supporting healthcare/fintech clients.

9. Equipment and Credentials

Upon termination of employment, the Employee agrees to promptly return all Employer equipment and credentials.

This includes protocols for wiping data, disabling access, and reporting loss/theft per Massachusetts statutes.

10. Non-Competition/Non-Solicitation

Option A: Non-Competition: The Employee agrees not to compete with the Employer for a period of [Number] months following termination of employment, within [Geographic Scope]. This clause is subject to the Massachusetts Noncompetition Agreement Act. Garden leave provisions or approved alternative compensation: [Details on Compensation].

This clause does not apply if the employee is classified as "nonexempt" under FLSA standards or paid below Massachusetts thresholds.

Option B: Non-Solicitation: The Employee agrees not to solicit the Employer's employees or customers for a period of [Number] months following termination of employment.

Option C: No Non-Competition/Non-Solicitation Clause

11. At-Will Employment

The Employee's employment with the Employer is at-will, meaning that either the Employee or the Employer may terminate the employment relationship at any time, with or without cause, and with or without notice, subject to the following:

• Massachusetts-specific termination and resignation notice procedures.
• Timing and method of final wage/due benefit payments (consistent with M.G.L. c. 149 and c. 151).
• Explanation of COBRA/mini-COBRA health coverage.
• Severance or layoff procedures (with or without cause), if applicable: [Describe Procedures].

12. Anti-Harassment and Equal Opportunity

The Employer is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity, military service, veteran status, or any other characteristic protected by law.

This is in line with Massachusetts law (including categories protected by M.G.L. c. 151B).

Reference to employer’s internal complaint process: [Reference Internal Complaint Process].

Any affirmative action or diversity/inclusion initiatives: [Describe Initiatives].

13. Dispute Resolution

Any dispute arising out of or relating to this Agreement shall be resolved through good-faith negotiation.

If negotiation is unsuccessful, the parties agree to mediate/arbitrate with Massachusetts as the exclusive venue.

This Agreement shall be governed by and construed in accordance with the laws of the Commonwealth of Massachusetts.

14. Compliance

The Employee agrees to comply with all applicable federal, state, and local laws and regulations.

Massachusetts workers’ compensation and unemployment insurance requirements will be followed.

Applicable OSHA-standard occupational safety measures will be followed, including repetitive motion, workstation ergonomics, mental health resources, and coverage for work-from-home injuries.

15. Miscellaneous

This Agreement constitutes the entire agreement between the parties with respect to the subject matter hereof and supersedes all prior or contemporaneous communications and proposals, whether oral or written.

Massachusetts "right to review" and "right to consult counsel" notice on signing is acknowledged.

Language accessibility and translation: [Details on Translation, if Applicable].

All designated terms/benefits are subject to adaptation to the employer’s operational needs or updated legal requirements.

IN WITNESS WHEREOF, the parties have executed this Agreement as of the date first written above.

____________________________

[Employer Full Legal Name]

By: ____________________________

[Employer Representative Name]

Title: [Employer Representative Title]

____________________________

[Employee Full Legal Name]