Technical Support Engineer I

An Amazing Career Opportunity for a Support Engineer l!!

Location:

Eden Prairie, MN Job

The Technical Support Engineer is responsible for delivering high-quality technical support for HID products across telephone, email, and remote support channels. This role resolves customer issues, maintains strong product and support-process knowledge, and provides accurate guidance on product use, features, benefits, and value. The position supports complex RTLS environments across healthcare and industrial use cases, including location accuracy, connectivity, device behavior, alerting, and workflow-related issues.

The Technical Support Engineer also documents customer interactions in Salesforce, ensures SLA compliance, supports effective escalation and handoff to Engineering, and participates in after-hours support for critical incidents.

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:(Use the "Apply for this Job" box below)..comand

IDT is creating trusted identities for IoT applications through Smart Components and Enabling Services.

HID's Identification Technologies powers the trusted identities of the world's people, places and things through smart components and cloud services. We make it possible for people and organizations to transact safely, work productively, and travel freely. Our contactless identification and sensing (RFID, NFC, and BLE) components and solution enabling technologies address the dynamic requirements across multiple industries to wirelessly connect,identify,collectand manage data quickly and accurately across virtually anyIoT application.

• Resolving assigned HID product questions and technical issues through telephone, email, and remote support sessions.
• Troubleshooting RTLS-related issues including location accuracy, device communication, reader/gateway connectivity, badge/tag behavior, battery status, alerting workflows, map/floorplan issues, and event-processing anomalies.
• Maintaining current knowledge of assigned HID product offerings, technical support procedures, and customer-facing troubleshooting practices.
• Providing accurate product guidance to customers, including proper product use, key features, benefits, and value.
• Supporting healthcare RTLS use cases such as staff duress, infant security, wander management, asset tracking, way finding, hand hygiene, and environmental monitoring.
• Supporting industrial RTLS use cases such as asset visibility, work-in-progress tracking, worker safety, and evacuation assistance.
• Maintaining accurate customer contact records, interaction summaries, and problem-resolution details in Salesforce CRM.
• Providing timely updates, status information, and closure communication to supervisors, users, customers, and internal stakeholders.
• Ensuring SLA compliance and supporting effective handoff between Technical Support and Engineering teams.
• Participating in an after-hours support rotation for critical customer-impacting incidents.
• Serving as a technical point of contact for customers, sales teams, and prospective customers regarding HID product support needs.
• Advising customers and internal teams on the resolution of technical or engineering issues that may affect sales, installation, utilization, or ongoing operation of HID products and services.
• Promoting positive customer outcomes by providing clear troubleshooting guidance, accurate solutions, and appropriate product recommendations.
• Partnering with Engineering, Operations, and Product Management by providing feedback on recurring issues, product behavior, customer concerns, and improvement opportunities.
• Owning assigned support cases from intake through resolution, ensuring proper documentation, communication, escalation, and follow-through.
• Supporting customer success by helping customers select, configure, and use HID products effectively to address their business needs.
• Contributing to continuous improvement of…