Product Support Engineer

ASSA ABLOY•Plano, TX

About The Position

We are seeking a hands-on Product Support Engineer to install, troubleshoot, support, and improve our turnstile and access control products. This role works closely with Product Management to resolve complex issues and drive continuous product improvement. You will act as a key escalation point for technical problems and contribute to enhancing product reliability, performance, and serviceability across mechanical, electrical, and software systems.

Requirements

Minimum 4 years of experience in a product support, field support, or product engineering role.
Degree in Engineering, Computer Science, or equivalent experience.
Strong analytical and problem-solving skills, with the ability to troubleshoot across mechanical, electrical, and software domains.
Strong verbal and written communication skills; able to work with both technical and non-technical stakeholders.
Ability to work independently, manage multiple priorities, and adapt to dynamic environments.
Experience supporting electromechanical products such as turnstiles, access control systems, gates, or kiosks.
Willingness to travel occasionally for site support and testing.

Nice To Haves

Proficiency with test equipment like a Multi-meter, Oscilloscope and Spectrum analyser, as well as Linux and Windows operating systems would be beneficial.
Foundational knowledge of programming concepts spanning high‑level abstractions and low‑level, hardware‑focused interaction would be beneficial.
Familiarity with access control, security hardware, RFID credentials, or related systems preferred.
Experience with embedded systems, firmware, or system configuration is a plus.

Responsibilities

Diagnose and resolve complex issues related to turnstile hardware, electronics, firmware, and software.
Serve as an escalation point for field technicians, integrators, and customer support teams.
Analyze failures, logs, and test data to determine root causes and recommend corrective actions.
Collaborate Product Engineering to address recurring issues and support product improvements.
Assist with installation, configuration, and integration of turnstile systems and access control components.
Support testing and validation of new products and features prior to release.
Create and maintain technical documentation, troubleshooting guides, and service procedures.
Provide technical input for training materials and internal knowledge sharing.
Participate in quality improvement initiatives, including failure analysis and corrective action plans.
Use ticketing or issue tracking systems to manage and document technical support cases.