Technical Support Engineer

An Amazing Career Opportunity for Senior Technical Support Engineer

Location: Bangalore, India (Hybrid)

Job ID: 35743

Profile Summary:

As a Technical Support Engineer III in the Technical Support department your primary objectives of the role are to troubleshoot, reproduce and resolve technical customer issues reported by HID Global customers. Communication skills, both technical and social, are highly important in this role. You will be expected to communicate effectively with senior level technical and managerial people both inside the company and at the customer company. Complex customer environments must be meticulously reproduced and problems vetted before logging bugs with our Quality and Engineering teams. Other stakeholders such as Sales or Professional Services may also be involved in some issues, and it is the Support Engineer who owns the case and keeps everyone on the same page. This position will support the HID Global - SAFE Business Segment.

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 4,000 worldwide employees. Check us out: www.hidglobal.com and https://youtu.be/23km5H4K9Eo

LinkedIn:  www.linkedin.com/company/hidglobal/mycompany/

About HID Global, Bangalore

At HID Global, we are a bunch of passionate Engineers working on a product that helps integrating multiple physical access controls and logical access systems for Identities. Our product provides a common way of provisioning cards and access to identities across the organisation. We work on exciting integration and design problems using latest Microsoft Technologies in an inclusive environment. It is a great place to make a career, learn and have fun.We develop best-in-class access control and authentication solutions that help governments and organizations stay ahead of an ever-changing threat landscape. Most of our products are supported on both on premise and cloud environments. Our products protect more than 85 million user identities and issued more than 50 million credentials to date.

It is a great place to become security domain expert and work on latest technologies.

Identity and Access Management Solutions (IAMS) 

HID Global IAM products protect more than 85 million user identities.

HID Global Identity and Access Management Solutions products protect more than 85 million user identities. At HID Global, we understand that no person, device, or workplace can go unprotected. This philosophy of Zero Trust drives us to create new advances in risk-based multi-factor authentication, leads us to secure user identities in converged access environments and drives the need to expand implementations with our industry-leading digital certificates and PKIaaS solution to manage them at scale.

Duties and Responsibilities include the following. Other duties may be assigned.

• Troubleshooting technical problems reported by HID Global customers.

• Advise Senior level technical and management personnel at the customer site, independently negotiating resolution to issues that may span both the business and technical realm. 

• Complex customer environments are meticulously reproduced and problems vetted before logging bugs with our Engineering teams.

• Frequently advise the Engineering team on the true nature of the issue.

• Delivering timely and detailed communication to all parties is critical while case ownership and

• Driving issues to resolution through the customer and other departments is required.

Skills and Abilities

• Efficient, effective communication both with customers and within internal departments

• Methodical troubleshooting, technical skill and attention to detail used in diagnosing problems, reproducing issues in a local environment, and testing proposed fixes from engineering

• Common sense and organizational skills to address challenging and complex questions in an adaptive, high-tech environment

• Multi-tasking and time-management to prioritize and switch between varied tasks

• Technical writing skills to create and maintain Knowledge Base articles

• The ability to work both independently and collaboratively

• Motivation, curiosity, ambition, and the ability to hit the ground running

Qualifications:-

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Operating system experience (Windows), including familiarity with enterprise software environments and client-server architecture.

• MS SQL Database experience

• Directory experience (preferred)

• Programming and-or scripting experience (preferred)

• Web Authoring environment experience (preferred)

• Customer service soft skills such as customer empathy, diplomacy, and problem ownership

• Ability to effectively communicate technical concepts to a variety of audiences with different levels of technical expertise

• Comprehend and triage issues encountered during deployments or initial testing

Education and Experience: -

• 5+ years of experience in a progressively more responsible technical role

• BS in Computer Science or related degree, or equivalent education plus relevant work experience.

Why apply? 

• Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes. If you have most of the skills and experience, we want you to apply.

• Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers.

• Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.

This opportunity may be open to flexible working arrangements.

HID is an Equal Opportunity/Affirmative Action Employer – Minority/Female/Disability/Veteran/Gender Identity/Sexual Orientation.

We make it easier for people to get where they want to go!
On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something.  HID technology is behind billions of interactions, in more than 100 countries.  We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.  
 
When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 61,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

 #LI-HIDGlobal