Strategic Customer Technical Support Director

* Strategic Customer Technical Support Director# Strategic Customer Technical Support Director
** An Amazing Career Opportunity for a Strategic Customer Technical Support Director!!*
* *
* Location:

** Denver, Colorado (Preferred) - Also open to Austin, Texas;
Cypress, California;
Fort Lauderdale, Florida;
Eden Prairie, Minnesota
** Job :
** 48148

The Strategic Customer Technical Support Director is responsible for delivering outstanding customer experience for HID’s priority customers and partners by providing expert support across PACS products, solutions, and tools. This role requires deep technical knowledge of the HID portfolio, strong communication skills, and the ability to manage complex customer environments. The position drives supportability across the product lifecycle while strengthening technical capabilities within support teams.

Working cross-functionally with Pre-Sales, Product Management, Engineering, and Sales, this leader ensures alignment with global strategies and fosters a culture focused on customer success. The role also acts as a senior escalation point and strategic partner for critical customer situations.
** 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.  

Are you ready to make a difference? Join us and help shape the future of security.
** As our Strategic Customer Technical Support Director, you’ll support HID’s success by:*
* * Providing direct support to priority customers and partners using HID PACS products, solutions, and tools.
* Acting as a senior escalation point for complex technical and non-technical customer issues.
* Ensuring SLAs are defined, met, and continuously improved.
* Delivering proactive communication and guidance to customers to ensure successful outcomes.
* Representing HID in critical customer situations, including those outside the formal strategic portfolio.
* Partnering with Sales and Pre-Sales on customer needs, opportunities, and account growth.
* Providing structured feedback to Product Management and Engineering on product performance and enhancements.
* Participating in product lifecycle activities including triage, service pack planning, and new product development.
* Driving product supportability requirements and ensuring successful support readiness at launch.
* Establishing governance models for escalations and operational performance.
* Monitoring and communicating updates, status, and resolution progress to stakeholders.
* Building strong, trust-based relationships with priority customers, ensuring high satisfaction and loyalty.
* Defining and implementing effective ways of working with strategic customers.
* Collaborating cross-functionally (Sales, Pre-Sales, Engineering, Product Management) to align priorities.
* Influencing product roadmaps through customer insights and supportability requirements.
* Strengthening technical capabilities of support teams through coaching, knowledge sharing, and hands-on engagement.
* Developing scalable support processes, tools, and best practices.
* Ensuring technical support teams are prepared for new products and evolving customer needs.
* Driving continuous improvement across support operations using KPIs and data-driven insights.
* Championing a customer-centric culture across HID Global.
** Your Experience and Background include:*
* * 10+ years of experience in technical service and product support.
* Bachelor’s…