Technical Support Engineer

An Amazing Career Opportunity for a Technical Support Engineer II

Location: Cardiff, UK

Job : 44927

The Technical Support Engineer provides assistance to sales teams, channel partners, and end-users by resolving HID product issues primarily through phone and email. They are expected to acquire and maintain deep technical knowledge of HID PACS readers, cloud services, credential technologies, and OEM controllers.

Their responsibilities include troubleshooting installation and configuration problems, reproducing customer environments, and escalating complex issues to higher-level support or engineering. They promote accurate product use, provide feedback to product teams, and maintain detailed customer records in Salesforce CRM. Additionally, they advise stakeholders on technical matters and test product performance to ensure suitability for customer requirements.

Who are we?

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. Check us out here:  and

Physical Access Control Solutions (PACS):

HID Physical Access Control Solutions (PACS) is at the forefront of securing spaces with advanced, reliable access control solutions. From cutting-edge readers, credentials and controllers, to mobile and biometric technologies, HID PACS empowers organizations worldwide to protect their people, property and assets with scalable, high-quality solutions.

This is more than just a job – it’s your chance to join an industry leader to drive innovation in access control and make a real impact on global security solutions.

• Resolves assigned HID product questions &/or problems by telephone, e-mail, remote sessions, and/or in person. Most support is provided via telephone and e-mail.
• Acquire and maintain knowledge of all assigned product offerings and technical support procedures in order to provide accurate solutions to customers.
• Amass level 2 knowledge on the HID PACS Cloud Services (including Mobile Access, Reader Manager); wall readers and credential technologies (examples include HID Prox, iCLASS SE, Signo, Seos, MIFARE, Desfire), Reader configuration tools.
• Understanding of physical access control system 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.
• Gain an intermediate understanding of physical control system 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 2 knowledge for the above includes the ability to answer Pre-Sales, Installation, and troubleshooting questions that would include attempting to reproduce the issue with a duplication of the customer environment.
• Troubleshooting includes wiring, configuration, configuration and firmware cards, reader operation, card questions/issues, download and installation of drivers and software, collecting logs and other items as necessary, and escalation of issues to Level 3 Technical Support Engineers and/or engineering as necessary to resolve customer issues.

Primary Duties

• Promote accurate features, benefits, value, and proper use 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.
• Provides feedback to engineering, operations and product management regarding product problems as requested.
• Maintain accurate records of customer contact information, summary of contact and problem resolution utilizing Salesforce CRM.
• Additional administration of Salesforce CRM to include, but not limited to, FAQs, documentation, Knowledge Articles and other content.
• Provides updates, status, and completion information to supervisor, and/or users, via voice mail, e-mail, or in-person communication.
• Advise the customer, sales team, and potential customers regarding the resolution of technical or engineering issues that affect the sales,…