Senior Technical Support Engineer (HID2308)

Remote North AmericaUSRemote
HID Global
Job Type: 
Functional Area: 
Information Technology
Job Level: 
Mid-Senior Level

Become a Senior Technical Support Engineer in an Innovative High-Tech Security Company

Job ID: HID2308

Location: Remote, US

#Securing your Future!

As a Senior Technical Support Engineer in the Technical Support department your primary objectives of the role are to coordinate internal and customer resources on issues and accounts that are in an escalated state. The primary goal is to help to accelerate progress and enable solution for key customers as quickly as possible. Communication skills, both technical and social, are highly important in this role. You will be expected to communicate effectively with senior level technical and managerial persons both inside the company and at the customer company. Other stakeholders such as Sales, Development and/or Professional Services may also be involved. In addition, as needed, you will be assigned to technically train and mentor, other technical support resources on the specific technical skillsets you master at this level. This position will support the HID Global – IAMS business segment.

What you will be doing

  • Troubleshooting technical problems reported by HID Global customers.
  • Advise Senior level technical and management personnel at the customer site, independently negotiating resolution to issues that may span both the business and technical realm. 
  • Complex customer environments are meticulously reproduced, and problems vetted before logging bugs with our Engineering teams.
  • Frequently advise the Engineering team on the true nature of the issue.
  • Deliver timely and detailed communication to all parties is critical while case ownership and
  • Drive issues to resolution through the customer and other departments is required.
  • Deal with escalated issues with our most valued customer


What we are looking for    

  • 8+ years of experience in a progressively more responsible technical role
  • BS in Computer Science or related degree, or equivalent education plus relevant work experience
  • Broad based operating system experience (Windows), including familiarity with enterprise software environments and client-server architecture.
  • Advanced MS SQL Database experience including configuration and tuning
  • Directory experience
  • Programming and-or scripting experience
  • Establishing and maintaining client - server environments, including troubleshooting configuration and networking issues
  • Database operations to include reading and writing basic to intermediate database SQL queries and troubleshooting connection issues
  • Web authoring environments, including troubleshooting in Tomcat or IIS environments.
  • Advanced customer service soft skills such as customer empathy, diplomacy, and problem ownership as well as the ability to effectively communicate with senior leadership both within the company and at the customer company
  • Ability to effectively communicate technical concepts to a variety of audiences with different levels of technical expertise
  • Comprehend and triage issues encountered during deployments or initial testing


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