Technical Support Engineer I

An Amazing Career Opportunity for a Technical Support Engineer I! 

Location: Remote, US (Central or Eastern Time-Zone)

Job ID: 34491

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 

Identification Technologies (IDT):

IDT is creating trusted identities for IoT applications through Smart Components and Enabling Services.

HID’s Identification Technologies powers the trusted identities of the world’s people, places and things through smart components and cloud services. We make it possible for people and organizations to transact safely, work productively, and travel freely. Our contactless identification and sensing (RFID, NFC, and BLE) components and solution enabling technologies address the dynamic requirements across multiple industries to wirelessly connect, identify, collect and manage data quickly and accurately across virtually any IoT application.

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

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

• Resolving assigned HID product questions &/or problems by telephone, e-mail, and/or remote sessions. The majority of support provided is via telephone and e-mail.
• Acquiring and maintaining current knowledge of all assigned product offerings and technical support procedures in order to provide accurate solutions to customers.
• Promoting 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.
• Providing feedback to engineering, operations and product management regarding issues as requested.
• Maintaining accurate records of customer contact information, summary of customer interactions and problem resolution utilizing Zoho CRM.
• Providing updates, status, and completion information to supervisor, and/or users, via voice mail, e-mail, or in-person communication.
• Advising the customer, sales team, and any potential customers regarding the resolution of technical or engineering issues that affect sales, installation or utilization of any products and/or services provided by HID.
• Managing current customer software versions and providing proactive assistance in scheduling planned downtimes and upgrade events
• Ensuring SLA compliance and effective handoff between Tech Support Eng team
• Providing ad-hoc or planned training to customers as needed 

Your Experience and Background include:  

• High School Diploma or equivalent required. AA/AS degree in a technical subject, and/or 1-2 years of experience within RTLS or IoT field highly preferred.
• Must possess a minimum of one-year experience in technical service and product support, preferably with RTLS experience
• Must have excellent telephone/interpersonal/communication skills.
• Critical thinking and problem-solving skills are a must.
• Familiar or previous experience working with healthcare and/or enterprise software customers
• Experience troubleshooting basic network connectivity issues in a healthcare facility, including working with servers and network switches.
• Familiar with standard network monitoring tools and basic troubleshooting procedures in enterprise environments.

What we can offer you:

• A vibrant, welcoming & inclusive culture
• Extensive career development opportunities and resources to maximize your potential
• Competitive salary and rewards package
• To be a part of a high-growth multinational organization that is pioneering the hardware, software and services that allow people to navigate the physical and digital worlds with confidence

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 estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At HID, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.

The base salary in the United States is $54,069 to $62,572.

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.

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