Technical Support Engineer II

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

Location: Austin, Texas or Eden Prairie, Minnesota

Job ID: 47258

The Technical Support Engineer II is responsible for delivering an outstanding customer experience by providing technical support for HID Global Physical Access Control products. This role supports internal sales teams, channel partners, and end-users through phone, email, chat, and remote sessions. The position requires strong troubleshooting skills, product knowledge, and the ability to diagnose complex access control system issues. Success in this role is driven by technical expertise, customer advocacy, and collaboration with engineering, product management, and operations teams. 

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.  

Are you ready to make a difference? Join us and help shape the future of security. 

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

• Resolving assigned HID product issues and inquiries via telephone, email, chat, and remote support tools.
• Providing Level 2 technical support including pre-sales guidance, installation support, and advanced troubleshooting.
• Reproducing customer issues by duplicating customer environments when required.
• Troubleshooting hardware, firmware, software, wiring, configuration, drivers, and system integrations.
• Escalating unresolved or complex issues to Level 3 Technical Support or Engineering as necessary.
• Maintaining accurate case documentation and customer records in Salesforce CRM.
• Communicating case updates, status, and resolutions clearly to customers and internal stakeholders.
• Acquiring and maintaining in-depth knowledge of assigned HID products and technical support procedures.
• Developing Level 2 expertise in:
  • HID PACS Cloud Services (Mobile Access, Reader Manager)
  • Readers and credential technologies (HID Prox, iCLASS SE, Signo, Seos, MIFARE, PIV, magstripe)
  • Fargo printers and AsureID software related to encoder usage
• Maintaining Level 1 knowledge of HID OEM Controllers (Aero and Mercury).
• Building an intermediate understanding of physical access control system architectures and competitive solutions.
• Promoting accurate product features, benefits, and best-use guidance to customers.
• Providing structured feedback to engineering, operations, and product management on product performance and customer issues.
• Assisting with creation and maintenance of FAQs, documentation, and Knowledge Articles.
• Supporting product testing and evaluation for engineering and marketing teams.

Your Experience and Background include:  

• Ability to communicate clearly and professionally in English, both verbally and in writing.
• Minimum of 2 years of experience in technical service and product support, preferably within access control or security systems.
• BA/BS degree in a technical field or equivalent professional experience (2–5 years).
• Strong troubleshooting, critical thinking, and problem-solving skills.
• Knowledge of low-voltage electronics.
• Experience with Windows client and server operating systems and basic Linux administration.
• Familiarity with networking concepts and devices (routers, switches, hubs, modems).
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint).
• Ability to work effectively in both internal and customer-facing team environments.
• Strong organizational, planning, and analytical skills.
• Must be legally eligible to work in the country of employment.
• Basic to advanced proficiency in Spanish is preferred.
• Experience with physical access control systems including software, readers, and credentials is preferred.
• Experience with Salesforce CRM is preferred.
• Preferred basic understanding of:
  • SQL Server or other databases
  • Virtualization technologies (e.g., VMware)
  • Windows and application logging
  • Mobile applications and BLE technology
  • Contact smart cards and certificate authority (CA) usage

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.

The wage range for this role considers a broad scope of factors that are considered when making compensation decisions, including but not limited to: skill sets, experience and training, licensure and certifications, and other business and organizational needs. The disclosed range does not account for geographic differentials based on the location where the position may be filled. At HID, it is uncommon for individuals to be hired at or near the top of the range. Final compensation decisions depend on the specific facts and circumstances of each case.

The base salary for Minnesota is $75,000 to $79,000. 

HID does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. We are not responsible for any fees related to unsolicited resumes.

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.

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