Technical Support Engineer I

An Amazing Career Opportunity for a Support Engineer l!!

Location: Eden Prairie MN

Job ID: 50025

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.

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 high-tech software company headquartered in Austin TX with over 4500 worldwide employees.Check us out here:and Technologies(IDT):

IDT is creating trusted identities for IoT applications through Smart Components and Enabling Services.

HIDs Identification Technologies powers the trusted identities of the worlds people places and things through smart components and cloud services. We make it possible for people and organizations to transact safely work productively and travel freely. Our contactless identification and sensing (RFID NFC and BLE) components and solution enabling technologies address the dynamic requirements across multiple industries to wirelessly connectidentifycollectand manage data quickly and accurately acrossvirtually anyIoT application.

As our Support Engineer l youll support HIDs success by:

• 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.

YourExperienceand Background include:

• High School Diploma or equivalent required. AA/AS degree in a technical subject and/or 1-2 years of experience within RTLS or
• IoT field highly preferred.
• 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
• 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.

What we can offer you:

• 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

Why apply

• Empowerment: Youll work as part of a global team in a flexible workenvironment 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 you have most of the skills and experience we want you to apply.
• Innovation: You embrace challenges and want to drive change. Youll have opportunities to share insights and contribute forward-thinking ideas that shape future outcomes.
• 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.

The wage range for this role considers a broad scope of factors that are considered when making compensation decisions including but not limited to: skill sets experience and training licensure and certifications and other business and organizational needs. The disclosed range does not account for geographic differentials based on the location where the position may be filled. At HID it is uncommon for individuals to be hired at or near the top of the range. Final compensation decisions depend on the specific facts and circumstances of each case.

The base salary in the United States is $50000 to $60000.

This opportunity may be open to flexible working arrangements.

HID does not accept unsolicited resumes from headhunters recruitment agencies or fee-based recruitment services. We are not responsible for any fees related to unsolicited resumes.

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 .

Immigration Sponsorship Not Available

• Applicants for this position must be currently and legally authorized to reside and work in the hiring country.
• HID Global will not offer immigration sponsorship or assume sponsorship of an employment visa for this position.
• International relocation or remote work arrangements outside of the hiring country will not be considered.

Our Talent Acquisition team may use an AI-powered screening tool to support their initial review of your application. The tool analyzes resume content such as qualifications skills and experience to help recruiters assess applications against role requirements. It does not score rank filter or make any decisions about your application. All hiring decisions are made by people following their own review of your full application.

Information processed by the tool is deleted once the recruiters review is complete.

If you believe the tool has not accurately represented your application you can request direct human review by contacting with the subject line Application Review Request and the role you applied for.

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 youll also be part of the ASSA ABLOY Group the global leader in access solutions. Youll have 63000 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 its important to us to have diverse inclusive teams and we value different perspectives and experiences.

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