Technical Customer Support Engineer

Application due 2022-04-01

• Customer Service & Contact Center Operations
• Mid-senior level
• Fremont, California, United States | Austin, Texas, United States | Eden Prairie, Minnesota, United States

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

Location: Remote, US

Job ID: 7047

Do you enjoy helping customers see their future in technology? Do you enjoy being the “go to” professional solving technical challenges? Do SQL databases, operating systems and client servers get you out of bed in the morning? If so, we want to hear from you!

Joining the Identity and Access Management Solutions (IAMS) Team:

Whether it’s using biometrics to authenticate into a network, managing identities and credentialing within airports, or securing an entire ecosystem of connected IoT devices, HID Global has identity solutions for Zero Trust environments. HID Global IAMS products protect more than 85 million user identities.

Extremely dynamic and energetic, the Engineering team is geographically spread across the nation but works very closely by leveraging communication and collaboration tools. The team is well-versed in SQL DB’s and queries, Client&Server as well as Directory services, and prides itself on its high focus on customer excellence. Our engineers resolve advanced technical systems and platforms, but ultimately, we work with people, and communication is key in our daily efforts to deliver the best possible journey towards a solution to our customers.

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

• Troubleshooting technical problems reported by HID Global customers
• Advising technical personnel at the customer site, independently negotiating resolution to technical issues
• Reproducing issue in common customer environments before logging bugs with our Engineering teams.
• Delivering timely and detailed communication to all parties is critical while case ownership.
• Driving issues to resolution through the customer and other departments is required.
• On-call support with occasional weekend and/or evening work is required.

What we will love about your background:

• Operating system exposure (Windows), including familiarity with enterprise software environments and client-server architecture.
• MS SQL Database experience.
• Some experience establishing and maintaining client - server environments, including troubleshooting configuration issues.
• Customer service soft skills such as customer empathy, diplomacy, and problem ownership.
• Ability to effectively communicate technical concepts to a variety of audiences with different levels of technical expertise.

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.
• Efficient, effective communication both with customers and within internal departments
• Methodical troubleshooting, technical skill and attention to detail used in diagnosing problems, reproducing issues in a local environment, and testing proposed fixes from engineering
• Common sense and organizational skills to address questions in a high-tech environment
• Multi-tasking and time-management to prioritize and switch between varied tasks
• Technical writing skills to create and maintain Knowledge Base articles

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.

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.