Technical Support Engineer

An Amazing Career Opportunity for a Technical Support Engineer!! 

Location: Stockholm, Galway or Cardiff

Job ID: 31595

Are you passionate about delivering 3rd Tier technical support, to global customers utilising HID Authentication and credential management products.? Do you have an overall experience of 3+ years working within customers facing support roles, delivering exceptional guidance with an excellent understanding of different authentication technologies and exhibiting a high amount of initiative and responsibility? We are looking for a dynamic individual to join HID’s Identity and Access Management Services (IAMS) and be a part of our Authentication and credential management technical support team. Your primary objectives of the role are to support our customers, mitigating and resolving complex technical Authentication and credential management product issues with SLA.

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 

Identity and Access Management Solutions (IAMS)

HID Global 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 Technical Support Engineer, you’ll support HID’s success by: 

Your mission is to effectively support our customers, providing knowledgeable and professional technical support assisting medium to larger organisations in mitigating and resolving technical problems. This role requires a blend of technical expertise, strong communication skills, proactive approach and a commitment to providing exceptional customer service. Here are the refined responsibilities:

• Technical Proficiency: Analyse and resolve technical cases (on premise and cloud), understand technology at a root level, and manage support cases within SLA.
• Communication: Effectively communicate with various stakeholders, reproduce customer environments, and log issues with Quality and Engineering teams.
• Ownership: Take charge of major incidents, maintain informed communication until resolution, and develop clear mitigation plans.
• Customer-Centric Approach: Enhance the Technical Support function to be more customer-focused, deliver management reports, and improve team quality output.
• Incident Management: Ensuring that all cases are effectively managed, updating incidents, and adhering to service level agreements (SLAs).
• Customer Ethic and Ownership: Implementing a strong work ethic to mitigate escalations, taking ownership when issues arise, and driving them through to resolution.
• Exceptional Service: Delivering exceptional service to customers and contributing to the evolution of a customer-centric ethos within the Technical Support team.
• Technology Understanding: Staying informed about new and existing technologies to identify development opportunities.
• Collaboration: Working in alignment with the wider technical services and engineering function, adopting best practices, and contributing to the evolution of the Global IAM TS model.
• Troubleshooting: Resolving technical problems reported by HID Global customers within SLA.
• Reproducing issues: Meticulously reproducing complex customer issues to vet problems before logging bugs with the Engineering teams.
• Effective Communication: Providing timely and detailed communication to all parties while maintaining case ownership.
• Major Incident Ownership: Taking ownership of major incidents and driving communication and mitigation efforts.
• On call – Participate in the on-call rotation to support customer-facing environments. (with on-call bonus)

What we will love about your background: 

• 5+ years of experience in a progressively more responsible technical role
• Strong understanding of Authentication and Credential management technologies
• Bachelors or Masters in STEM – or equivalent work experience/certification.

• Operating Systems Skills:
  • Windows Server and Desktop
  • Linux skills (preferably RedHat, CentOS, or Ubuntu).
  • IOS and Android
• Development Skills:
  • Proficiency in at least one of the following programming languages: Java, Python, C, Perl, JavaScript, or Node.js.
• Database Understanding:
  • Exposure to and understanding of databases (SQL, Oracle, or Postgres).
• Infrastructure Knowledge:
  • Familiarity with at least two of the following: Web Application Servers, Firewalls, Databases, Proxy servers, or Load Balancers.
• Cloud Service Providers:
  • Understanding of at least one cloud service provider (e.g., Alibaba, Microsoft Azure, Amazon Web Services, Google Cloud).
• Security Protocols:
  • Knowledge of at least one of the following: FIDO (Passkey), PKI, OAuth, OATH, OpenID Connect, TLS.
  • Knowledge of certificate chains to aid in debugging certificate related issue
• Troubleshooting and Communication Skills:
  • Demonstrated ability to troubleshoot technical issues.
• Experience working with dynamic HTML components:
  • (AJAX, JavaScript, CSS, XML, HTML, XHTML).
• Excellent communication skills
  • (both written and verbal) to articulate solutions effectively.
• Support Model and Attitude:
  • Understanding of support models.
  • Problem-solving skills and a self-driven attitude with a positive outlook.

Your Experience and Education include:             

• Willingness to take ownership of problems and seek solutions. Motivation, curiosity, ambition, and the ability to hit the ground running
• Common sense, creativity, and collaborative organizational skills to address challenging and complex challenges. Great time management.
• Ability to effectively communicate in the English language
• Programming Skills, Experience developing code in at least one high-level programming language
• ITIL certified or strong knowledge of ITIL framework
• A vested and healthy personal interest in Cyber Security, Encryption, New Technologies, Ethical Hacking/Hackathons etc.

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

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.

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