Strategic Customer Technical Support Director

ASSA ABLOY • Denver, CO

4d • Hybrid

About The Position

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.

Requirements

• 10+ years of experience in technical service and product support.
• Bachelor’s degree required. (preferred in a technical discipline).
• Proven leadership experience in technical support for complex software/hardware solutions.
• Strong knowledge of HID PACS technologies and ability to handle advanced technical discussions.
• Demonstrated experience managing strategic or priority customers and escalations.
• Strong cross-functional collaboration experience in a global, matrixed organization.
• Proven ability to manage SLAs, escalation governance, and operational processes.
• Experience developing technical capabilities within teams through mentoring and coaching.
• Strong communication skills with the ability to engage executive-level stakeholders.
• Critical thinking and advanced problem-solving skills.

Nice To Haves

• 15–20 years of experience in the physical access control industry is preferred.
• Experience working with large enterprise or high-priority global customers is preferred.
• Familiarity with Salesforce or other CRM systems is preferred.
• Knowledge of networking, virtualization (VMware), SQL Server, and mobile applications is preferred.
• Experience with Cisco Webex and automated phone systems is preferred.
• Multilingual capabilities is preferred.

Responsibilities

• 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.

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: Manager