Senior Technical Support Engineer

 

An Amazing Career Opportunity for a Senior Technical Support Engineer!!

Location: Austin, Texas (US)

Job ID: 32486

 

 

As a Senior Technical support engineer, you will have the aptitude and drive to not only analyze and mitigate technical cases but also the passion to gain a clear understanding of all the technologies root cause. Your primary objectives within the role are to lead the technical support team driving exceptional service efficiently and effectively for HID Global customers, supporting consumer authentication products.

Communication skills, both technical and social, are critical for this role. You will be required to communicate with senior level technical and managerial roles, both internal at HID Global, and with our external customers. Sales, or Professional Services may also be involved in some issues, however it is the technical support team who owns the case and is responsible for keeping all stakeholders informed until resolution, taking ownership of major Incidents and ensuring to communicate effectively throughout the process, defining a clear plan to mitigation / resolution.

 

Who are we? 

HID Global 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 here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo 

 

HID’s Identity and Access Management Solutions Department: 

 

HID 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.

 

As our Senior Technical Support Engineer, you’ll support HID’s success by: 

 

• Incident management ensuring that all cases are effectively managed, updating incidents, and working to SLA
• Implementing a strong work and customer ethic to mitigate escalations, however when raised taking ownership and driving through to resolution
• Delivering exceptional service to the customer and aiding to evolve the ethos of technical support becoming more customer centric
• Understanding new and existing technologies to ensure development opportunities
• Highlight overall deliverables and areas which need support or improvement
• Working in alignment with the wider technical support function, adopting working practices and processes to aid in evolving the Global IAM TS model
• Troubleshooting & resolving technical problems reported by HID Global customers
• Advising 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
• Frequ