Technical Support Engineer II
About The Position
An Amazing Career Opportunity for a Technical Support Engineer II!! Location: Austin, Texas or Eden Prairie, Minnesota Job ID: 47258 The Technical Support Engineer II is responsible for delivering an outstanding customer experience by providing technical support for HID Global Physical Access Control products. This role supports internal sales teams, channel partners, and end-users through phone, email, chat, and remote sessions. The position requires strong troubleshooting skills, product knowledge, and the ability to diagnose complex access control system issues. Success in this role is driven by technical expertise, customer advocacy, and collaboration with engineering, product management, and operations teams. Who are we? 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: www.hidglobal.com and https://youtu.be/23km5H4K9Eo 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. Are you ready to make a difference? Join us and help shape the future of security.
Requirements
- Ability to communicate clearly and professionally in English, both verbally and in writing.
- Minimum of 2 years of experience in technical service and product support, preferably within access control or security systems.
- BA/BS degree in a technical field or equivalent professional experience (2–5 years).
- Strong troubleshooting, critical thinking, and problem-solving skills.
- Knowledge of low-voltage electronics.
- Experience with Windows client and server operating systems and basic Linux administration.
- Familiarity with networking concepts and devices (routers, switches, hubs, modems).
- Proficiency in Microsoft Office applications (Word, Excel, PowerPoint).
- Ability to work effectively in both internal and customer-facing team environments.
- Strong organizational, planning, and analytical skills.
- Must be legally eligible to work in the country of employment.
Nice To Haves
- Basic to advanced proficiency in Spanish is preferred.
- Experience with physical access control systems including software, readers, and credentials is preferred.
- Experience with Salesforce CRM is preferred.
- Preferred basic understanding of: SQL Server or other databases Virtualization technologies (e.g., VMware) Windows and application logging Mobile applications and BLE technology Contact smart cards and certificate authority (CA) usage
Responsibilities
- Resolving assigned HID product issues and inquiries via telephone, email, chat, and remote support tools.
- Providing Level 2 technical support including pre-sales guidance, installation support, and advanced troubleshooting.
- Reproducing customer issues by duplicating customer environments when required.
- Troubleshooting hardware, firmware, software, wiring, configuration, drivers, and system integrations.
- Escalating unresolved or complex issues to Level 3 Technical Support or Engineering as necessary.
- Maintaining accurate case documentation and customer records in Salesforce CRM.
- Communicating case updates, status, and resolutions clearly to customers and internal stakeholders.
- Acquiring and maintaining in-depth knowledge of assigned HID products and technical support procedures.
- Developing Level 2 expertise in: HID PACS Cloud Services (Mobile Access, Reader Manager) Readers and credential technologies (HID Prox, iCLASS SE, Signo, Seos, MIFARE, PIV, magstripe) Fargo printers and AsureID software related to encoder usage Maintaining Level 1 knowledge of HID OEM Controllers (Aero and Mercury).
- Building an intermediate understanding of physical access control system architectures and competitive solutions.
- Promoting accurate product features, benefits, and best-use guidance to customers.
- Providing structured feedback to engineering, operations, and product management on product performance and customer issues.
- Assisting with creation and maintenance of FAQs, documentation, and Knowledge Articles.
- Supporting product testing and evaluation for engineering and marketing teams.
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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
