Technical Support Engineer II

An Amazing Career Opportunity for a Technical Support Engineer II 

Location: Cardiff, UK

Job ID: 44927

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.

We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo 

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. 

Essential Duties

• Resolves assigned HID product questions &/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.
• Understanding of physical access control system architectures to include an understanding of what products HID and/or our Partners offer in each market and competitive product that HID does not sell or offer.
• Gain an intermediate understanding of physical control system architectures to include an understanding of what products HID and/or our Partners offer in each market and competitive product that HID does not sell or offer.
• Level 2 knowledge for the above includes the ability to answer Pre-Sales, Installation, and troubleshooting questions that would include attempting to reproduce the issue with a duplication of the customer environment. 
• Troubleshooting includes wiring, configuration, configuration and firmware cards, reader operation, card questions/issues, download and installation of drivers and software, collecting logs and other items as necessary, and escalation of issues to Level 3 Technical Support Engineers and/or engineering as necessary to resolve customer issues.

Primary Duties

• Promote accurate features, benefits, value, and proper use of products when helping customers, providing a positive solution to customer problems and providing proper guidance to help the customer select the right HID product to solve their business need.
• Provides 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 utilizing Salesforce CRM.
• Additional administration of Salesforce CRM to include, but not limited to, FAQs, documentation, Knowledge Articles and other content.
• Provides updates, status, and completion information to supervisor, and/or users, via voice mail, e-mail, or in-person communication.
• Advise the customer, sales team, and potential customers regarding the resolution of technical or engineering issues that affect the sales, installation and utilization of products and/or services.
• Test product function, performance and operating characteristics for engineering & marketing 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.
• Must possess a minimum of two years’ experience in technical service and product support, preferably in the access control environment.
• Must have excellent telephone/interpersonal/communication skills. 
• Critical thinking and problem solving skills with a can do attitude.
• Familiar with client and server operating systems, such as Windows 11, Server 2016 or newer, Linux. Knowledge is to include basic administration of the various operating systems.
• Must be proficient MS Office applications, such as Word, Excel, Visio and Power Point, etc.
• Basic knowledge of Windows and application logging
• Should have a basic understanding of computer networking (IP and port).
• Should have a basic understanding of SQL Server (or other DBs).
• Should have a basic understanding of virtualization and use of VM Ware.
• Must have experience with operation and connectivity of networking devices (i.e. hubs/routers/modems/switches).
• Experience with Salesforce CRM a plus.

Customer Expectations

• Highlight knowledge, skills, abilities and traits necessary in this role to satisfy our customer's expectations.
• Experience working with the technologies within RFID card such as HID, NXP or Legic.
• Ability to quickly engage in situations, assess alternative courses of action, anticipate issues and implement programs and tactics to drive effective change to customers.
• Ability to quickly comprehend and make decisions by analyzing data and reviewing technical documentation.
• Ability to think independently and strategically.
• Must possess excellent planning and organization capabilities.
• Must be able to work as a part of both internal (within HID) and external (working with customer(s)) team.
• Will conduct and present themselves in a businesslike, professional manner and appearance at all times.

Work Requirements

• Compliance with all relevant HID Global policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems.
• Travel and fieldwork, including international travel may be required. Therefore, employee must possess, or be able to acquire a valid passport.
• Must be legally eligible to work in the country in which you are hired.

What we can offer you:

• Competitive salary and rewards package.
• Competitive benefits and annual leave offering, allowing for work-life balance.
• A vibrant, welcoming & inclusive culture.
• Extensive career development opportunities and resources to maximize your potential.
• To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds.

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.

HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer, we welcome applications from individuals of all backgrounds, experiences, and perspectives. We evaluate applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic. Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves, fostering an environment of mutual respect and inclusivity. If you have a disability and require assistance or accommodation to participate in the application process or to perform essential job functions, please contact accommodations-ext@hidglobal.com.

Please be aware that our recruitment process may include the use of AI-powered tools to assist in screening applicant resumes. These tools help us efficiently identify candidates whose qualifications and skills align with the job description. We use AI in a responsible manner and in accordance with applicable data privacy laws and regulations. Importantly, all applicants are reviewed by our Talent Acquisition team. AI is used to support, not replace, human judgment in the evaluation process. 

HID is certified as a Great Place to Work in the UK, reflecting employee feedback on trust, collaboration, and workplace culture.

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 63,000 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