Technical Support Engineer (HID2048)

Hurst, TX North AmericaUSHurst, TX
HID Global
Job Type: 
Functional Area: 
Information Technology
Job Level: 
Mid-Senior Level

Job ID: HID2048

Location: Hurst, TX or Eden Prairie, MN

#Securing your Future!

With minimal supervision, the Technical Support Engineer is responsible for assisting and supporting HID business development/sales personnel, channel partners, and end-users with all HID Secure Issuance products by performing the duties listed below.

What you will be doing

  • Resolves Trism software product questions &/or problems by telephone, e-mail, remote sessions, and/or in person. Most support is provided via telephone and e-mail.
  • Maintain current knowledge of all product offerings and technical support procedures in order to provide accurate solutions to customers.
    • Acquire level 3 knowledge on the Trism products
    • Acquire level 3 knowledge on the financial instant issuance printer hardware.
    • Gain a subject matter expert understanding of Secure Issuance architectures to include an understanding of what products HID and/or our Partners offer in each market and competitive product that HID does not sell or offer.
  • Level 3 support knowledge includes all level 1 & 2 knowledge on: Trism setup and configuration, service upgrades, backup and restore keys, setting adjustments, driver and software setup and configuration, basic troubleshooting, cleaning and general maintenance.
  • Level 3 support knowledge includes but is not limited to: Calibrations, firmware updates, Printer component and error diagnostics, advanced printer setting adjustments, and in certain cases part replacements. It also includes the escalation of issues to engineering and product management as necessary to resolve customer issues.
  • Evaluates all HID SI products to understand functions and features to support customers and assist employees with product information.
  • Provides feedback to engineering, operations and product management regarding product problems, enhancements, and customer requirements for new product features as requested.
  • Maintains accurate records of customer contact information, summary of contact and problem resolution utilizing Salesforce CRM.
  • Instructs and trains partners/end users on use of assigned HID products.
  • Provides updates, status, and completion information to supervisor, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.
  • Advise the sales force, customer and potential customers regarding the resolution of technical or engineering issues that affect the sales, installation and utilization of organization products and/or services.
  • Assist with creation and maintenance of technical support procedures.
  • Administer Salesforce support portal to include, but not limited to, trouble-tickets, FAQs, documentation, Solutions and other content. 
  • Test product function, performance and operating characteristics for engineering & marketing to evaluate suitability for specific customer requirements.
  • Promote accurate features, benefits, and value 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.
  • Provide support for subsequent groups as requested; sales, implementation, post sales.

Who you are

  • AA/AS degree in a technical subject, and/or 5-7 years of experience within the financial instant issuance industry or card printing industry.
  • Must possess a minimum of two years of experience in technical service and product support, preferably in the financial card printing industry.
  • Must have excellent telephone/interpersonal/communication skills. 
  • Critical thinking, self-motivation and problem solving skills.
  • Previous experience interacting with customers via incoming telephone calls and experience with level 1 & 2 customer support.    
  • Operating Systems: Windows, Linux and Mac.
  • Should have intermediate knowledge of database connectivity and functionality (i.e. Access, SQL, Oracle, ODBC, MS Active Directory/LDAP, etc.)
  • Must be proficient in MS Office applications, such as Word, Excel, Visio and Power Point, etc.
  • Should have a basic understanding of virtualization and use of VM Ware.
  • Must have experience with operation and connectivity of networking devices (i.e. printers, hubs/routers/modems/switches).
  • Experience with Salesforce CRM a plus.

Why Should You Apply?

  • Excellent terms and conditions
  • Flexibility
  • On-the-job training and development
  • Work as part of a global team


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. 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