Field Support Engineer

ASSA ABLOY • Fort Lauderdale, FL

5d • Onsite

About The Position

As a member of the pivCLASS Product Engineering team, the Field Support Engineer serves as a critical link between Engineering, Technical Support, and customers. This role combines advanced technical troubleshooting, customer engagement, and product advocacy to ensure successful deployments and exceptional customer experiences. The successful candidate will resolve complex escalations, support strategic customer implementations, and provide valuable field insights that influence future product enhancements and roadmap decisions. 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. 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.

Requirements

• 4-7 years of experience working with physical access control systems (PACS).
• Experience installing, configuring, and supporting access control hardware and software solutions.
• Demonstrated ability to independently troubleshoot and resolve complex technical issues in customer environments.
• Experience supporting customers in a technical support, field engineering, systems engineering, or similar customer-facing role.
• Strong verbal and written communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
• Experience working across cross-functional teams, including Engineering, Product Management, and Customer Support.
• Strong analytical and problem-solving skills with a customer-first mindset.

Nice To Haves

• Experience supporting access control systems within U.S. Federal Government environments is preferred.
• Knowledge of PIV credentials, FIPS 201 standards, and HSPD-12 requirements is preferred.
• Working knowledge of PKI architecture, digital certificates, and certificate validation processes is preferred.
• Experience integrating PACS solutions with identity management, card issuance, or credentialing systems is preferred.
• Familiarity with Jira, Confluence, and Agile development methodologies is preferred.
• Experience with HID products and solutions is preferred.
• Security industry certifications or manufacturer certifications are a plus.

Responsibilities

• Partnering closely with Product Engineering to investigate, diagnose, and resolve complex product issues.
• Serving as a technical liaison between customers, Technical Support, and Engineering teams.
• Configuring, integrating, and validating physical access control system environments for testing, troubleshooting, and product verification.
• Conducting customer-specific configuration testing and validation to support deployment requirements.
• Documenting and communicating product defects, enhancement requests, and integration challenges through established processes.
• Owning and managing escalated customer support cases through resolution.
• Identifying opportunities to improve product functionality, usability, and internal processes.
• Troubleshooting and resolving complex issues involving pivCLASS solutions and third-party access control integrations.
• Developing and maintaining technical knowledge base articles, troubleshooting guides, and customer-facing documentation.
• Assisting with customer support issues when tech support cannot resolve them on their own.
• Coordinating with product engineering for two-way feedback (requesting assistance when needed and providing feedback to further enhance the product).
• Attending on-site customer visits to assist with special deployments or challenging technical troubleshooting.
• Assisting with product testing for new features and issue fixes

Benefits

• Competitive salary and rewards package
• Competitive benefits and annual leave offering, allowing for work-life balance
• A vibrant, welcoming & inclusive culture
• Extensive career development opportunities and resources to maximize your potential
• To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed