Technical Support Engineer

Role Overview

• Managing incidents to meet SLA requirements, maintaining accurate case updates, and quickly resolving escalations.
• Delivering outstanding technical support, championing a shift toward customer-focused best practices.
• Actively pursuing ongoing professional development by staying current on emerging technologies.
• Identifying key deliverables and proactively suggesting areas for operational improvement.
• Aligning daily activities with global standards for technical support excellence.
• Diagnosing and resolving complex customer issues related to HID Global products and services.
• Providing expert advice to senior technical and management staff at customer sites, negotiating resolutions across both business and technical sectors.
• Reproducing intricate environments and validating technical problems before submitting bug reports to Engineering.
• Clearly communicating issue details, impact, and priority to the Engineering team.
• Maintaining comprehensive and timely communication throughout case lifecycle.
• Collaborating closely with customers and internal teams to facilitate efficient issue resolution.
• Leading major incident management initiatives, ensuring effective communication and mitigation strategies.
• Participating in the on-call rotation for technical support (with compensation).

Requirements

• A bachelor’s degree in computer science or a related discipline, or equivalent educational background accompanied by relevant professional experience.
• A minimum of three years in progressively responsible technical positions.
• Demonstrated expertise in technical delivery, including incident management and achievement of service level agreements (SLAs).
• Candidates are expected to demonstrate a thorough understanding of Microsoft Server Technologies and consumer authentication, coupled with proven experience delivering large-scale .NET solutions utilising SQL Server or Oracle databases in enterprise environments.
• Expertise with both Windows Server and Linux distributions—such as RedHat, CentOS, or Ubuntu—is essential.
• Proficiency in Active Directory and ADFS is required.
• Applicants should possess advanced skills in SQL Server administration, complex SQL query development, and familiarity with Oracle database management.
• A strong background in web application servers, networks, firewalls, databases, proxy servers, and load balancers is necessary.
• Programming proficiency in at least one language, including Java, Python, C, Perl, JavaScript, or Node.js, is mandatory.
• Demonstrated knowledge of at least one major cloud service provider (e.g., Alibaba Cloud, Microsoft Azure, Amazon Web Services, Google Cloud Platform) is required.
• Familiarity with authentication protocols or technologies such as FIDO, PKI, OAUTH/OAUTHII, OATH, OpenID Connect, or TLS is highly valued.
• Experience with API integration, Postman, and advanced troubleshooting techniques is imperative.
• Ability to implement and resolve issues related to Certificate Authorities is also required.
• Experience with dynamic HTML components—including AJAX, JavaScript, CSS, XML, HTML, or XHTML—will be considered an asset.

Tech Stack

• AWS
• Azure
• Cloud
• Firewalls
• Google Cloud Platform
• Java
• JavaScript
• Linux
• Node.js
• Oracle
• Perl
• Python
• SQL
• .NET

Benefits

• 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