Technical Support Engineer

Location: Austin, Texas

Job : 46288

• Managing incidents to meet SLA requirements, maintaining accurate case updates, and quickly resolving escalations.
• Delivering outstanding technical support, championing a shift toward customer-focused best practices.
• Actively pursuing ongoing professional development by staying current on emerging technologies.
• Identifying key deliverables and proactively suggesting areas for operational improvement.
• Aligning daily activities with global standards for technical support excellence.
• Diagnosing and resolving complex customer issues related to HID Global products and services.
• Providing expert advice to senior technical and management staff at customer sites, negotiating resolutions across both business and technical sectors.
• Reproducing intricate environments and validating technical problems before submitting bug reports to Engineering.
• Clearly communicating issue details, impact, and priority to the Engineering team.
• Maintaining comprehensive and timely communication throughout case lifecycle.
• Collaborating closely with customers and internal teams to facilitate efficient issue resolution.
• Leading major incident management initiatives, ensuring effective communication and mitigation strategies.
• Participating in the on-call rotation for technical support (with compensation).

• A bachelor’s degree in computer science or a related discipline, or equivalent educational background accompanied by relevant professional experience.
• A minimum of three years in progressively responsible technical positions.
• Demonstrated expertise in technical delivery, including incident management and achievement of service level agreements (SLAs).
• Candidates are expected to demonstrate a thorough understanding of Microsoft Server Technologies and consumer authentication, coupled with proven experience delivering large-scale .NET solutions utilizing SQL Server or Oracle databases in enterprise environments.
• Expertise with both Windows Server and Linux distributions—such as Red Hat, CentOS, or Ubuntu—is essential. Proficiency in Active Directory and ADFS is required.
• Applicants should possess advanced skills in SQL Server administration, complex SQL query development, and familiarity with Oracle database management.
• A strong background in web application servers, networks, firewalls, databases, proxy servers, and load balancers is necessary.
• Demonstrated knowledge of at least one major cloud service provider (e.g., Alibaba Cloud, Microsoft Azure, Amazon Web Services, Google Cloud Platform) is required.
• Familiarity with authentication protocols or technologies such as FIDO, PKI, OAUTH/OAUTHII, OATH, OpenID Connect, or TLS is highly valued.
• Experience with API integration, Postman, and advanced troubleshooting techniques is imperative.
• Ability to implement and resolve issues related to Certificate Authorities is also required.

• Competitive salary and rewards package.
• Competitive benefits and annual leave offering, allowing for work-life balance.
• A vibrant, welcoming & inclusive culture.
• Extensive career development opportunities and resources to maximize your potential.
• To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds.

HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer, we welcome applications from individuals of all backgrounds, experiences, and perspectives. We evaluate applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic.

Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves, fostering an environment of mutual respect and inclusivity. If you have a disability and require assistance or accommodation to participate in the application process or to perform essential job functions, please contact acc