Technical Support Engineer I
About The Position
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.
Requirements
- High School Diploma or equivalent required.
- Must have excellent telephone/interpersonal/communication skills.
- Critical thinking and problem-solving skills are a must.
- Familiar or previous experience working with healthcare, industrial, or other enterprise software customers
Nice To Haves
- AA/AS degree in a technical subject, and/or 1-2 years of experience within RTLS or IoT field highly preferred.
- Experience with RTLS, RFID, BLE, UWB, Wi-Fi location, IoT sensors, access control, nurse call, security systems, or similar technologies is preferred.
- Experience supporting healthcare customers, hospitals, clinical engineering, biomedical engineering, or patient-safety workflows is preferred.
Responsibilities
- 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, wayfinding, 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 support processes, knowledge sharing, and service quality across the Technical Support organization.
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
