Technical Support Engineer III


Technical Support Engineer III

Location: Prague

Job ID: 17310


As a Technical support engineer, you will have the aptitude and drive to not only analyse 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 efficiently and effectively manage technical support cases within SLA driving exceptional service for HID Global customers, supporting consumer authentication products.


You will be required to communicate effectively with senior level technical and managerial roles both internal at HID Global and our customers , complex customer environments must be meticulously reproduced, and problems vetted before logging bugs with our Quality and Engineering teams. 


The qualified candidate will be expected to take ownership and accountability of customer Technical cases and team issues driving to resolution working in alignment with other business units.

If this sounds like you we want to hear from you !



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: and 



As our Technical Support Engineer III, 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 customer centric
  • Understanding new and existing technologies to ensure development opportunities
  • highlight overall deliverables and areas which need support / improvement
  • Work 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.
  • Advise 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.
  • Deliver timely and detailed communication to all parties is critical while case ownership
  • Drive issues to resolution through the customer and other departments as required.
  • Take ownership of Major incidents, drive communication and mitigation


What we will love about your background: 


  • Familiar with operating systems, such as Windows, etc.
  • ​​​​​​​Excellent Windows Server and Linux skills (Preferably RedHat, CentOS or Ubuntu)
  • Experience of utilising and implementing ITIL Framework preferably ITIL certified
  • Proficient in MS Office applications, such as Word, Excel, PowerPoint, etc.



Your Experience and Education Include: 


  • 3+ years of experience in a progressively more responsible technical role
  • BS in Computer Science or related degree, or equivalent education plus relevant work experience. 
  • You must have current and strong experience in Microsoft Server Technologies and consumer authentication with implementation of large NET technology with SQL Server or Oracle database systems within enterprise setting.
  • Development skills in at least one of the following Java, Python, C, Perl, Javascript, Node.js
  • Exposure and an understanding of databases (SQL, Oracle or Postgres)
  • An understanding of at least two of the following Web Application Servers, Firewalls, Databases, Proxy servers or Load Balancers.
  • An understanding of at least one cloud service provider (For example: Alibaba, Microsoft Azure, Amazon Web Services, Google Cloud)
  • An understanding of at least one of the following: FIDO, PKI, OAUTH, OATH, OpenID Connect, TLS
  • Demonstrated ability to troubleshoot technical issues. As well as experience working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML, XHTML. Excellent communication skills – written and verbal with the ability to clearly articulate solutions to technical problems is a must for the successful candidate. You should have worked/understands support model.  As well as problem solver and self-driven individual with positive attitude.   
  • 3+ years of experience in a progressively more responsible technical role is preferrable for this role, with previous leadership experience and technical management accountability (including Major incident management). BS in Computer Science or related degree, or equivalent education plus relevant work experience.



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 Global 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 50,000 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. 


Prague, CZ, 186 00

Engineering & Science