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Technical Support Engineer Opportunity

Location:

Austin, Texas

As a Technical Support Engineer, you will be responsible for analyzing and resolving technical cases while identifying root causes across diverse technologies. The primary objective is to manage support cases in accordance with service level agreements (SLA), ensuring the highest standard of service delivery for HID Global customers, particularly with respect to authentication and credential management solutions.

Exceptional technical acumen and interpersonal communication skills are required, as this role entails regular interaction with senior technical and management personnel both within HID Global and with external clients. Although Sales and Professional Services teams may provide assistance, the technical support team retains ownership of each case maintaining timely updates to all stakeholders, efficiently managing major incidents, and ensuring transparent communication through to final resolution.

HID powers the trusted identities of the world's people, places, and things, allowing people to transact safely, work productively and travel freely.

We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees.

HID Global Identity and Access Management Solutions products protect more than 85 million user identities. At HID Global, we understand that no person, device, or workplace can go unprotected. This philosophy of Zero Trust drives us to create new advances in risk-based multi-factor authentication, leads us to secure user identities in converged access environments and drives the need to expand implementations with our industry-leading digital certificates and PKIaaS solution to manage them at scale.

Are you ready to make a difference? Join us and help shape the future of security.

As our Technical Support Engineer, you'll support HID's success by:

• 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).

Your Experience and Background include:

• 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  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,…