Technical Support Engineer

An Amazing Career Opportunity for a Technical Support Engineer!!
Location: Eden Prairie MN
Job ID: 38051

As a Technical Support Engineer at HID you will provide expertlevel support for a suite of identity and card printing solutions including Fargo printers Asure ID software and Fargo Connect. Serve as a critical resource for HIDs sales teams partners and enduserstroubleshooting technical issues guiding product selection and ensuring seamless setup and usage. With a strong foundation in IT systems smart card encoding and customer service helping bridge the gap between technical complexity and customer success. An ideal candidate combines deep product knowledge problemsolving and communication to deliver a highquality support experience that strengthens HIDs market presence.

Who are we
HID powers the trusted identities of the worlds people places and things allowing people to transact safely work productively and travel freely.
We are a hightech software company headquartered in Austin TX with over 4500 worldwide employees. Check us out here: and Issuance (SI):
Secure Issuance part of HID Global offers the worlds broadest and most sophisticated portfolio of card printers laser engravers encoders and software. For more than 25 years organizations across a variety of industries from enterprise corporations and government agencies to financial institutions and universities have relied on HID Global Secure Issuance for the custom personalization and issuance of secure identity credentials and financial cards. With a history of pioneering patented technologies and expertise business integrity and longstanding customer confidence HID Global is a global leader in secure card issuance innovation.

As our Technical Support Engineer youll support HIDs success by:
Resolving assigned HID product questions &/or problems by telephone email and/or remote sessions.
Acquiring and maintaining current knowledge of all assigned product offerings and technical support procedures in order to provide accurate solutions to customers.
Attain level 2 knowledge of HID Fargo brand Printers including Direct to Card (DTC) HighDefinition Printing (HDP) and Inkjet technologies.

Attain level 2 knowledge of HID Asure ID card personalization software.

Attain level 2 knowledge of HID Fargo Connect centralized integrated card issuance solution.
Attain level 1 knowledge of Omnikey Encoders supported in Fargo brand printers.
Attain level 1 knowledge of the different smart card encoding technologies supported with the Omnikey Encoders installed in Fargo brand printers.
Attain level 1 knowledge of Magnetic stripe cards and encoding
Level 2 knowledge of the above includes the ability to answer PreSales installation and troubleshooting questions that include attempting to replicate or reproduce the issue the customer is contacting support for. Troubleshooting includes product setup installation of drivers running test prints collection of any logs or other data that may be necessary and escalation of issues to Level 3 Tech Support and/or engineering as necessary to resolve customer issues.
Promoting accurate features benefits value and proper use of products when helping customers providing a positive solution to customer problems and providing proper guidance to help the customer select the right HID product to solve their business need.
Providing feedback to engineering operations and product management regarding issues as requested.
Maintaining accurate records of customer contact information summary of customer interactions and problem resolution utilizing Salesforce CRM. Additional administration of Salesforce CRM to include but not limited to troubletickets FAQs documentation Knowledge Base Articles and other content.
Advising the customer sales team and any potential customers regarding the resolution of technical or engineering issues that affect sales installation or utilization of any products and/or services provided by HID.
Assisting Level 1 Technical Support Engineers with issues and escalations as needed.

Your Experience and Background include:

BA/BS degree in a technical subject and/or 2 5 years of experience within ID Card Printing and/or Thermal Transfer Printing.

Must possess a minimum of two years experience in technical service and product support preferably with ID Card Printers.

Must have excellent telephone/interpersonal/communication skills

Ability to communicate effectively in the English language verbally and in writing

Basic understanding of Spanish or French Canadian is a plus.

Ability to read and interpret technical journals specifications international technical standards etc.

What we can offer you:
Competitive salary and rewards package
Competitive benefits and annual leave offering allowing for worklife 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

Why apply
Empowerment: Youll 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 dont 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 parttime job seekers.
Integrity: You are resultsorientated reliable and straightforward and value being treated accordingly. We want all our employees to be themselves to feel appreciated and accepted.

The base salary in the United States is $69724$74464.

HID is committed to building a diverse equitable and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer we welcome applications from individuals of all backgrounds experiences and perspectives. We evaluate applicants without regard to race color religion gender gender identity or expression sexual orientation national origin disability age veteran status or any other legally protected characteristic. Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves fostering an environment of mutual respect and inclusivity. If you have a disability and require assistance or accommodation to participate in the application process or to perform essential job functions please contact

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return we open doors for them wherever they go. With nearly 63000 colleagues in more than 70 different countries we help billions of people experience a more open world. Our innovations make all sorts of spaces physical and virtual safer more secure and easier to access.

As an employer we value results not titles or backgrounds. 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 its important to us to have diverse inclusive teams and we value different perspectives and experiences.