Lead Technical Support Engineer, Authentication & Credential Management


An Amazing Career Opportunity for a Lead Technical Support Engineer!! 

Location: Austin, TX (hybrid) - relocation not offered

Job ID: 22865

Note: US Personhood required.


Are you looking for the opportunity to build your career in a fast-growing, global company? Do you want to work closely with an array of software and enable customers with secure and mature authentication? Do you enjoy mentoring and enabling others to grow personally and professionally? If you’re ready to lead a fast-paced, and collaborative technical support team, we want to hear from you! 


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.

We are a high-tech software company headquartered in Austin, TX, with over 4,000 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo 


HID’s Technical Support Department: 

It’s a great time to join the technical support team! The team has evolved into a mature, harmonious, strong, global unit with great team ethos. These rock stars are on the front line with the customer, and work with a wide range of HID’s security products. The team members work in different time zones across North America and Europe and share on-call duties on a rotating basis.


As our Lead Technical Support Engineer (Authentication & Credential Management), you’ll support HID’s success by: 

  • Advising Senior level technical and management personnel at the customer site, independently negotiating resolution to issues that may span both the business and technical realm
  • Delivering timely and detailed communication to all parties is critical while case ownership
  • Reporting to management to track successes
  • Evolving the overall quality output from the team
  • Taking ownership of major incidents ensuring to communicate effectively throughout, defining a clear plan to mitigation and resolution
  • Tracking the skills of the team in a skills matrix and ensuring cross training is planned and delivered avoiding single points of failure


What we will love about your background: 

  • Previous experience with Linux and Networking
  • Previous experience with SaaS / API and Postman/Troubleshooting
  • Previous experience with PKI (certificates/encryption/ cryptography/cyber security Fundamentals)
  • Previous experience with SSO / SAML / OAUTH / AD
  • Previous experience leading major incidents and technical skill development
  • Previous leadership experience and technical management accountability (including major incident management)


Your Experience and Education include:             

  • 5+ years of experience in a progressively responsible technical role
  • BS in Computer Science or related degree; candidates with equivalent education plus relevant work experience may also be considered
  • Experience of utilizing and implementing ITIL Framework, preferably ITIL certified
  • Current and strong experience in Linux and Microsoft Server Technologies and consumer authentication with SQL Server or Oracle Database systems within an enterprise setting
  • An understanding of at least one cloud service provider (For example: Alibaba, Microsoft Azure, Amazon Web Services, Google Cloud)
  • An understanding of API and Postman/Troubleshooting


Who you are as a Team Member:

  • Exceptional communication skills, both written and verbal. 
  • Willingness to ‘roll up sleeves’ and dive deep into tactical work when necessary.
  • Good interpersonal skills, willingness to learn and continue to grow professionally.
  • Strong team player and ability to work well with others.
  • You welcome opportunities to incorporate diversity into your work, including valuing different backgrounds, experiences and opinions. You also embrace creating and nurturing a culture of diversity, inclusion, and belonging.


Why apply? 

  • Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes. If you have most of the skills and experience, we want you to apply.
  • Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers.
  • Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.


This opportunity may be open to flexible working arrangements.


HID is an Equal Opportunity/Affirmative Action Employer – Minority/Female/Disability/Veteran/Gender Identity/Sexual Orientation.

We make it easier for people to get where they want to go!
On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something.  HID technology is behind billions of interactions, in more than 100 countries.  We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.  
When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 52,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

 #LI-HIDGlobal #LI-hybrid

Austin, TX, US, 78753

Customer Service & Contact Center Operations
Travel Required: 0%-10%
Mid-senior level

Nearest Major Market: Austin