Technical Support Engineer

As a 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 effectively manage technical support cases within SLA driving exceptional service for HID Global customers, supporting authentication and credential management 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 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: www.hidglobal.com and https://youtu.be/23km5H4K9Eo About HID Global, Bangalore At HID Global, we are a bunch of passionate Engineers working on a product that helps integrating multiple physical access controls and logical access systems for Identities. Our product provides a common way of provisioning cards and access to identities across the organisation. We work on exciting integration and design problems using latest Microsoft Technologies in an inclusive environment. It is a great place to make a career, learn and have fun.We develop best-in-class access control and authentication solutions that help governments and organizations stay ahead of an ever-changing threat landscape. Most of our products are supported on both on premise and cloud environments. Our products protect more than 85 million user identities and issued more than 50 million credentials to date. It is a great place to become security domain expert and work on latest technologies. Identity and Access Management Solutions (IAMS) HID Global IAM products protect more than 85 million user identities. HID Global 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. Duties and Responsibilities include the following. Other duties may be assigned. 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 Work 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. Advise 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. Frequently advise the Engineering team on the true nature of the issue, impact and priority. Delivering timely and detailed communication to all parties is critical while case is in progress. Drive issues to resolution through the customer and other departments as required. Take ownership of Major incidents, drive communication and mitigation On call – Participate in the on-call rotation to support customer-facing environments. (with on-call bonus)

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