Resolving assigned HID product issues and inquiries via telephone, email, chat, and remote support tools
Providing Level 2 technical support including pre-sales guidance, installation support, and advanced troubleshooting
Reproducing customer issues by duplicating customer environments when required
Troubleshooting hardware, firmware, software, wiring, configuration, drivers, and system integrations
Escalating unresolved or complex issues to Level 3 Technical Support or Engineering as necessary
Maintaining accurate case documentation and customer records in Salesforce CRM
Communicating case updates, status, and resolutions clearly to customers and internal stakeholders
Acquiring and maintaining in-depth knowledge of assigned HID products and technical support procedures
Developing Level 2 expertise in: HID PACS Cloud Services (Mobile Access, Reader Manager)

Minimum of 2 years of experience in technical service and product support, preferably within access control or security systems
BA/BS degree in a technical field or equivalent professional experience (2–5 years)
Strong troubleshooting, critical thinking, and problem-solving skills
Knowledge of low-voltage electronics
Experience with Windows client and server operating systems and basic Linux administration
Familiarity with networking concepts and devices (routers, switches, hubs, modems)
Proficiency in Microsoft Office applications (Word, Excel, PowerPoint)
Ability to work effectively in both internal and customer-facing team environments
Strong organizational, planning, and analytical skills
Must be legally eligible to work in the country of employment
Basic to advanced proficiency in Spanish is preferred
Experience with physical access control systems including software, readers, and credentials is preferred
Experience with Salesforce CRM is preferred

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

Technical Support Engineer II

Key skills