Senior Technical Support Engineer

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

Location: Austin, Texas (US)

Job ID: 32486

As a Senior Technical support engineer, you will have the aptitude and drive to not only analyze and mitigate technical cases but also the passion to gain a clear understanding of all the technologies root cause. Your primary objectives within the role are to lead the technical support team driving exceptional service efficiently and effectively for HID Global customers, supporting consumer authentication products.

Communication skills, both technical and social, are critical for this role. You will be required to communicate with senior level technical and managerial roles, both internal at HID Global, and with our external customers. Sales, or Professional Services may also be involved in some issues, however it is the technical support team who owns the case and is responsible for keeping all stakeholders informed until resolution, taking ownership of major Incidents and ensuring to communicate effectively throughout the process, defining a clear plan to mitigation / resolution.

Who are we? 

HID Global 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 Identity and Access Management Solutions Department: 

HID Identity and Access Management Solutions products protect more than 85 million user identities. At HID Global, we understand that no person, device, or workplace can go unprotected. This philosophy of Zero Trust drives us to create new advances in risk-based multi-factor authentication, leads us to secure user identities in converged access environments and drives the need to expand implementations with our industry-leading digital certificates and PKIaaS solution to manage them at scale.

As our Senior Technical Support Engineer, you’ll support HID’s success by: 

• Incident management ensuring that all cases are effectively managed, updating incidents, and working to SLA
• Implementing a strong work and customer ethic to mitigate escalations, however when raised taking ownership and driving through to resolution
• Delivering exceptional service to the customer and aiding to evolve the ethos of technical support becoming more customer centric
• Understanding new and existing technologies to ensure development opportunities
• Highlight overall deliverables and areas which need support or improvement
• Working in alignment with the wider technical support function, adopting working practices and processes to aid in evolving the Global IAM TS model
• Troubleshooting & resolving technical problems reported by HID Global customers
• 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
• Complex customer environments are meticulously reproduced, and problems vetted before logging bugs with our Engineering teams
• Frequently advise the Engineering team on the true nature of the issue, impact and priority
• Delivering timely and detailed communication to all parties is critical while case ownership
• Driving issues to resolution through the customer and other departments as required
• Taking ownership of Major incidents, drive communication and mitigation
• On call – Participate in the on-call rotation to support customer-facing environments. (with on-call bonus)

What we will love about your background: 

• Current and strong experience in Microsoft Server Technologies and consumer authentication with the implementation of large .NET technology with SQL Server or Oracle Database systems within enterprise setting is required
• Active Directory, ADFS
• Database Experience: SQL Server, SQL Queries, Oracle
• Linux
• Windows Server
• An understanding of the following: Web Application Servers, Firewalls, Databases, Proxy servers or Load Balancers
• Development skills in at least one of the following Java, Python, C, Perl, JavaScript, Node.js
• An understanding of at least one cloud service provider (example: Alibaba, Microsoft Azure, Amazon Web Services, Google Cloud)
• An understanding of at least one of the following: FIDO, PKI, OAUTH / OAUTHII, OATH, OpenID Connect, TLS
• An understanding of API and Postman / Troubleshooting
• Understanding of Certificate Authorities / implementation and troubleshooting
• Experience working with dynamic HTML components: e.g., AJAX, JavaScript, CSS, XML, HTML, XHTML
• Problem solver and self-driven individual with positive attitude  
• Ability to work with high-value customer administrators and developers 
• Excellent time management skills 
• Logical and technical troubleshooting skills 
• Ability to effectively communicate in the English language, both verbally and in writing, including being able to clearly articulate solutions to technical problems 
• Demonstrated ability to effectively communicate complex concepts to project teams including business representatives, customers and leadership
• Ability to read and interpret technical journals, specifications, international technical standards, etc.

Your Experience and Education include:             

• BS in Computer Science, or related field. Candidates with equivalent education, plus relevant work experience may also be considered
• 7+ years of experience in a progressively more responsible technical role
• Previous experience delivering in a similar role with technical management accountability (including Incident management / Major incident management)
• Experience utilizing and implementing ITIL Framework, preferably ITIL certified

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
• Innovation: You embrace challenges and want to drive ambitious change
• Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly

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 61,000 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