Sr. Technical Support Engineer (HID1589)

Eden Prairie, MN North AmericaUSEden Prairie, MN
HID Global
Job Type: 
Functional Area: 
R&D Engineering
Job Level: 
Mid-Senior Level

HID Global is looking for an experienced Technical Support Engineer for our Physical Access Control Business unit (PACS). If you live near the Fort Lauderdale, FL or the Eden Prairie, MN areas we are looking forward for you to join our team.

We have great customers, industry leading solutions, and agility across everything we do. You will be responsible for supporting and assisting customers (this includes sales personnel, channel partners, and end-users) with assigned HID products by performing the duties listed below, mostly in the North America region.

Our Senior Technical Support Engineer supports HID's PACS business unit by successfully:

  • Resolving cases by telephone, e-mail, chat, remote sessions, and/or in person within SLA targets. Most support is provided via telephone and e-mail.
  • Acquire and maintain knowledge of the following product offerings in order to provide accurate solutions to customers:
  • Expert knowledge on HID PACS Cloud Services (including Mobile Access, Reader Manager); pivCLASS Solution (cards, readers, software); wall readers and credential technologies (examples include HID/Indala Prox, iCLASS, Seos, MIFARE, PIV, magstripe)
  • Medium knowledge on EDGE EVO Solo, Fargo branded printer and AsureID products as it pertains to utilizing the encoders.
  • Basic knowledge on HID OEM Controllers (VertX, Aero, Mercury).
  • Knowledge for the above includes the ability to answer technical product questions, installation/ configuration, field use and advanced troubleshooting cases from partners, customer, and internal stakeholders. Such cases could include attempting to reproduce the issue. Troubleshooting includes installation of drivers and software, collecting logs and other items as necessary, wiring, configuration issues/errors, reader operation, credential questions/issues, and escalation of issues to engineering as necessary to resolve or identify viable work around to customer issues.
  • Maintain accurate records of cases and customer contact information utilizing Salesforce. Additional administration of Salesforce may include, but not limited to, FAQs, documentation, Knowledge Articles and other content.
  • Test and provides feedback to engineering, operations and product management regarding product problems, enhancements, and customer requirements for new product features.
  • Attend product team meetings to represent the customer and Technical Support to include issue triage, service pack planning, and new product planning.
  • Assist with creation and maintenance of technical support procedures if relevant.


What we will love about your background:

  • Ability to quickly engage in situations, assess alternative courses of action, anticipate issues and implement effective change to customers.
  • Ability to quickly comprehend and make decisions by analyzing data and reviewing technical documentation. Ability to translate findings into an organized set of steps and to escalate with the right information for additional review.
  • Ability to think independently and strategically.
  • Possess excellent planning, organization, verbal and written communication skills.
  • Ability to work as a part of both internal (within HID) and external (working with customer(s)) team.
  • Conduct and present yourself in a businesslike, professional manner and appearance always.
  • Detail oriented, committed to quality, and customer satisfaction.
  • Must be an US Citizen


Who you are as a Team Player:

  • Able to work independently yet collaborative in nature with the rest of the global team.
  • Willingness to 'roll up sleeves' and dive deep into tactical work.
  • Use clear communication to demonstrate product knowledge and articulate the importance factors to internal and external customers.


Your Education and Experience include:

  • BA/BS degree in a technical subject, and/or 5-10 years of experience within software or access control field.
  • Minimum of two to five years of experience in technical service and product support, preferably in software or access control field.
  • Critical thinking and problem-solving skills.
  • An understanding of physical access control systems to include an understanding of what products HID and/or our Partners offer in each market and competitive products that HID does not sell or offer.


Computer Oriented

  • Knowledge of client and server operating systems, such as Windows 10, Server 2016 and Linux. Knowledge is to include basic installation, configuration, and administration of the various operating systems.
  • Knowledge of Cloud Computing environments.
  • Knowledge of Mobile Devices (Application and BLE)
  • Knowledge of Windows and application logging.
  • Knowledge of virtualization and use of VM Ware.
  • Should have experience with SQL Server (or other DBs).
  • Should have experience with operation and connectivity of networking devices (i.e. hubs/routers/switches).
  • Should have experience with contact smart cards and the associated CA usage.
  • Experience with Salesforce or a ticketing system.


HID Global is an Equal Opportunity Employer/Minorities/Female/Disabled/Veteran 

HID Global powers the trusted identities of the world's people, places and things. Everyday 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