Technical Support Engineer

Location: Cardiff, UK

Job

The Technical Support Technician provides responsive, high-quality technical support for a multi-brand portfolio of plastic card printing and personalization solutions across the EMEA region.

This role supports distributors, service partners, resellers, and end users by troubleshooting hardware, software, connectivity, media, and encoding-related issues.

The position works closely with Technical Support, Engineering, Quality, and Product teams to resolve customer issues and improve product performance.

The Technical Support Technician contributes to customer satisfaction through timely issue resolution, accurate technical documentation, and effective communication. This role plays a key part in maintaining service excellence and supporting the continued success of HID’s card personalization business.

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

Secure Issuance, part of HID Global, offers the world’s broadest and most sophisticated portfolio of card printers, laser engravers, encoders and software. For more than 25 years, organizations across a variety of industries — from enterprise corporations and government agencies to financial institutions and universities — have relied on HID Global Secure Issuance for the custom personalization and issuance of secure identity credentials and financial cards.

With a history of pioneering patented technologies and expertise, business integrity and long-standing customer confidence, HID Global is a global leader in secure card issuance innovation.

• Must be able to diagnose, troubleshoot, and resolve hardware, software, connectivity, media, and encoding-related issues on supported products.
• Must be able to manage technical support cases from initial intake through resolution, including providing timely updates and appropriate escalation when required.
• Responsible for delivering professional technical assistance through phone, email, chat, remote support sessions, and occasional on-site interventions.
• Responsible for documenting technical findings, defect symptoms, troubleshooting activities, and resolution details accurately and completely.
• Must be able to create and maintain technical support documentation, knowledge articles, troubleshooting guides, and service information.
• Supports distributors, service partners, resellers, and end users by providing effective technical guidance and problem resolution.
• Drives continuous improvement by identifying trends, recurring issues, root causes, and opportunities to enhance products and support processes.
• Supports Engineering, Quality, and Product teams by providing detailed feedback from field incidents and customer-reported issues.
• Assists with warranty, repair, product return, and service-related activities in accordance with established processes and policies.
• Maintains a positive customer experience while balancing technical quality, response priorities, and business needs.

• Technical qualification in Information Technology, Electronics, Electromechanics, Maintenance, or a related discipline, or equivalent practical experience.
• Experience in technical support, field service, repair, or product support environments.
• Practical understanding of electromechanical equipment, electronics, and structured fault diagnosis techniques.
• Knowledge of client operating systems, device drivers, software installation, system logs, and standard office productivity tools.
• Working knowledge of IP networking and peripheral connectivity.
• Profession…