Senior Development Support Engineer

An Amazing Career Opportunity fora Senior Development Support Engineer!!

Location:

Cypress, California Job

The Senior Development Support Engineer serves as a technical resource for Mercury/HID OEM partners by providing advanced development and product support. This role works closely with development teams, partner technical support organizations, and customers to diagnose complex issues, facilitate successful integrations, and improve the overall customer experience. The position requires strong troubleshooting skills across hardware, software, networking, and API technologies. The engineer also contributes to continuous improvement initiatives and supports product adoption through technical guidance, demonstrations, and workshops.

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: www.hidglobal.comand

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.

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

• Providing second-level support for technical inquiries related to Mercury and HID products.
• Assisting developers with integration and implementation of APIs and related technologies.
• Troubleshooting hardware, software, networking, and serial communication issues.
• Replicating customer-reported issues to identify root causes and support resolution efforts.
• Logging and documenting defects accurately for engineering review and corrective action.
• Interfacing directly with partners and customers to understand technical requirements and challenges.
• Collaborating with engineering and quality teams to resolve product and integration issues.
• Educating partners on best practices for deployment, implementation, and integration.
• Participating in planning events, workshops, technical training sessions, and product demonstrations.
• Driving and supporting continuous improvement initiatives across support and engineering functions.
• Building and maintaining strong working relationships with customers, partners, and internal stakeholders.
• Contributing technical expertise to product enhancement discussions and support processes.
• Assisting in knowledge-sharing activities and development of technical documentation.

• Bachelor's degree in Computer Science, Computer Engineering, or a related technical field, or an equivalent combination of education and experience.
• Ability to work effectively with remote teams and individuals across multiple time zones and countries.
• Programming experience with C/C++, C#, and/or Rust.
• Experience with web technologies and protocols including HTTP, HTML, RESTful APIs, JSON, XML, and MQTT.
• Experience deploying and supporting applications in Linux and Windows environments.
• Strong understanding of TCP/IP networking concepts, including TCP, UDP, and HTTPS protocols.
• Experience using diagnostic and troubleshooting tools such as Wireshark, Postman, and curl.
• Knowledge of serial communication protocols such as RS-232 and RS-485.
• Understanding of SSL/TLS digital certificates.
• Strong verbal and written English communication skills.
• Ability to create technical documentation, procedures, specifications, and presentations.
• Proficiency with Microsoft Office applications including Word, Excel, and PowerPoint.
• Familiarity with Windows and Linux operating systems.
• Experience with physical access control products and solutions is preferred.
• Experience working with Mercury controllers and HID technologies is preferred.
• Experience using Jira for issue tracking and project collaboration is preferred.
• Prior experience in a customer-facing technical support or development support role is preferred.
• Knowledge of security systems integration and deployment best practices is preferred.