Technical Support Engineer II

Overview

The Technical Support Engineer provides assistance to sales teams, channel partners, and end-users by resolving HID product issues primarily through phone and email. They are expected to acquire and maintain deep technical knowledge of HID PACS readers, cloud services, credential technologies, and OEM controllers. Their responsibilities include troubleshooting installation and configuration problems, reproducing customer environments, and escalating complex issues to higher-level support or engineering. They promote accurate product use, provide feedback to product teams, and maintain detailed customer records in Salesforce CRM. Additionally, they advise stakeholders on technical matters and test product performance to ensure suitability for customer requirements.

Who are we?

HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely.

Physical Access Control Solutions (PACS):

HID Physical Access Control Solutions (PACS) is at the forefront of securing spaces with advanced, reliable access control solutions. From cutting-edge readers, credentials and controllers, to mobile and biometric technologies, HID PACS empowers organizations worldwide to protect their people, property and assets with scalable, high-quality solutions.

This is more than just a job – it’s your chance to join an industry leader to drive innovation in access control and make a real impact on global security solutions.

Responsibilities

• Resolves assigned HID product questions and/or problems by telephone, e-mail, remote sessions, and/or in person. Most support is provided via telephone and e-mail.
• Acquire and maintain knowledge of all assigned product offerings and technical support procedures in order to provide accurate solutions to customers.
• Amass level 2 knowledge on the HID PACS Cloud Services (including Mobile Access, Reader Manager); wall readers and credential technologies (examples include HID Prox, iCLASS SE, Signo, Seos, MIFARE, Desfire), Reader configuration tools.
• Understand physical access control system architectures and the products HID and/or our Partners offer in each market, including competitive products not sold by HID.
• Gain an intermediate understanding of physical control system architectures and competitive offerings in each market.
• Provide Level 2 support to answer Pre-Sales, Installation, and troubleshooting questions, including reproduction of issues within the customer environment.
• Troubleshooting includes wiring, configuration, firmware and card configurations, reader operation, card questions/issues, downloads and installation of drivers and software, log collection, and escalation to Level 3 or engineering as needed.
• Promote accurate features, benefits, value, and proper use of products to help customers select the right HID solution.
• Provide feedback to engineering, operations and product management regarding product problems as requested.
• Maintain accurate records of customer contact information, summary of contact and problem resolution using Salesforce CRM; administer FAQs, knowledge articles, and related content.
• Provide updates and status information to supervisor and users via appropriate communication channels.
• Advise customers, sales teams, and potential customers regarding the resolution of technical or engineering issues affecting sales, installation and utilization of products and/or services.
• Test product function, performance and operating characteristics to evaluate suitability for specific customer requirements.

Education and/or Experience

• BA/BS degree in a technical subject, and/or 2-5 years of experience within an access control field.
• Minimum of two years’ experience in technical service and product support, preferably in the access control environment.
• Excellent telephone/interpersonal/communication skills.
• Critical thinking and problem solving skills with a can-do attitude.
• Familiar with client and server operating systems (Windows 11, Server 2016 or newer, Linux) with basic administration knowledge.
• Proficient in MS Office applications (Word, E