Lead Senior Technical Support Engineer

Basingstoke Europe, Middle East and AfricaUKBasingstoke
HID Global
Job Type: 
Functional Area: 
R&D Engineering
Job Level: 
Mid-Senior Level

Lead Senior Technical Support Engineer

#Securing your Future!

We are a growing multinational technical security company based in the UK that offers its employees a fun work environment, flexibility and career opportunity.

The Company:

HID Global powers the trusted identities of the world's people, places and things. Every day millions of people in more than 100 countries use our products and services to securely access physical and digital places. Over 2 billion things that need to be identified, verified and tracked are connected through HID Global’s technology. We make it possible for people to transact safely, work productively and travel freely. We work with governments, universities, hospitals, financial institutions and some of the most innovative companies on the planet—helping them to create trusting and trusted physical and digital environments so that they and the people who use them can fulfill their potential. Headquartered in Austin, Texas, HID Global has over 4,000 employees worldwide and operates international offices that support more than 100 countries. HID Global® is an ASSA ABLOY Group brand. For more information, visit www.hidglobal.com or check us out on https://youtu.be/23km5H4K9Eo

The Position:

As a Lead Senior 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 lead the Technical support team driving exceptional service for HID Global customers, supporting consumer authentication products.

Communication skills, both technical and social, are critical within this role. 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. Other stakeholders such as Sales or Professional Services may also be involved in some issues and it is the Technical support team who owns the case and keeps everyone informed until resolution, taking ownership of major Incidents ensuring to communicate effectively throughout, defining a clear plan to mitigation / resolution.

It will be imperative to aid in developing the Technical support function to become more customer centric, delivering reporting to management to track our success and evolving the overall quality output from the team. In addition, you 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.

What we are looking for:

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.

Hands-on experience with: Active Directory, ADFS, SQL Server, SQL Queries, Oracle, Azure and AWS OpenID, Java, X.509, Web API / RESTful API, PKCS#11, FIDO, OAUTH2, .NET, Web-Services (IIS / Tomcat etc), Angular JS, Database / System Maintenance Knowledge. 

Demonstrated ability to troubleshoot technical issuea. 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.    

10+ 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 Should You Apply?

• Excellent terms and conditions

• Flexibility

• On-the-job training and development

• Work as part of a global team


Would you like to join  us?

HID Global is an Equal Opportunities Employer


HID Global is an equal opportunity employer. We are committed to a diverse workplace and does not

discriminate on the basis of race, national origin, gender, gender identity, sexual orientation,

protected veteran status, disability, age, or other legally protected status. For individuals with

disabilities who would like to request an accommodation, please contact us at

[email protected]