Solutions Support Engineer

Creating Peace of Mind by Pioneering Safety and Security

At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 30 brands, 12,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Additionally, in 2024 we were awarded the Gallup Exceptional Workplace Award, which recognizes the most engaged workplace cultures in the world.

Solutions Support Engineer – Houston, TX 

Qualified candidates must be legally authorized to be employed in the United States. The company does not intend to provide sponsorship for employment visa status (e.g., H-1B, TN, etc.) for this employment position.   

At Allegion, we are driven by a bold vision: redefining safety while empowering our employees to thrive. When you join our team, you become part of a culture that values innovation, purpose, and excellence. This role offers the benefits of our dynamic hybrid work model—combining in-person collaboration for meaningful moments with the flexibility of remote work. Since hybrid arrangements can vary based on the needs of the individual, team and business, your talent acquisition partner will provide specific hybrid details about this role. 

We are committed to fostering a healthy work-life balance and building meaningful connections, ensuring you have the tools, resources, and support needed to excel in any environment. Together, we’ll unlock your potential and create a lasting impact. 

While this is the current structure and we currently have no plans to change, we reserve the right to make changes to the hybrid schedule as needed at the Company’s discretion. 

What you’ll do: 

• Become a technical subject matter expert in Allegion’s multi-family access control solutions, specifically the Gatewise solutions.  

• Triage and identify root cause of Customer Issues for Gatewise products and escalate as necessary to resolve or identify viable work around. 

• Provide guidance to partners and technical support as needed to resolve customer issues. 

• Provide partner feedback and suggestions to Product Management and Engineering. 

• Contribute to regular quality meetings between the support, product management and engineering teams. 

• Assist the Gatewise team with identifying/obtaining the tools and solutions they need to be successful. 

• Partner with the engineering and product teams on the needs and recommendations for these tools. 

• Work closely with Product and Engineering teams to define fixes and timelines. 

• Be the Customer and Support advocate to internal teams, interacting directly with customers. 

• Assist in documenting/reviewing troubleshooting steps, FAQs, and best practices.   

• Review and support required design documentation, including functional block diagrams, system architecture drawings, and instructions for interfacing and working with Gatewise products. 

• Provide technical guidance and direction to the support team when troubleshooting issues.