Field Support Engineer

Location: Fort Lauderdale, Florida. Travel: 11-30%.

About the role

As a member of the pivCLASS Product Engineering team, the Field Support Engineer serves as a critical link between Engineering, Technical Support, and customers. This role combines advanced technical troubleshooting, customer engagement, and product advocacy to ensure successful deployments and exceptional customer experiences. The successful candidate will resolve complex escalations, support strategic customer implementations, and provide valuable field insights that influence future product enhancements and roadmap decisions.

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 4,500 worldwide employees.

HID Physical Access Control Solutions (PACS) is at the forefront of securing spaces with advanced, reliable access control solutions. From cutting-edge readers, credentials, and controllers, to mobile and biometric technologies, HID PACS empowers organizations worldwide to protect their people, property, and assets with scalable, high-quality solutions.

Responsibilities

• Partner closely with Product Engineering to investigate, diagnose, and resolve complex product issues.
• Serve as a technical liaison between customers, Technical Support, and Engineering teams.
• Configure, integrate, and validate physical access control system environments for testing, troubleshooting, and product verification.
• Conduct customer-specific configuration testing and validation to support deployment requirements.
• Document and communicate product defects, enhancement requests, and integration challenges through established processes.
• Own and manage escalated customer support cases through resolution.
• Identify opportunities to improve product functionality, usability, and internal processes.
• Troubleshoot and resolve complex issues involving pivCLASS solutions and third-party access control integrations.
• Develop and maintain technical knowledge base articles, troubleshooting guides, and customer-facing documentation.
• Assist with customer support issues when tech support cannot resolve them on their own.
• Coordinate with product engineering for two-way feedback (requesting assistance when needed and providing feedback to further enhance the product).
• Attend on-site customer visits to assist with special deployments or challenging technical troubleshooting.
• Assist with product testing for new features and issue fixes.

Requirements

• 4-7 years of experience working with physical access control systems (PACS).
• Experience installing, configuring, and supporting access control hardware and software solutions.
• Demonstrated ability to independently troubleshoot and resolve complex technical issues in customer environments.
• Experience supporting customers in a technical support, field engineering, systems engineering, or similar customer-facing role.
• Strong verbal and written communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
• Experience working across cross-functional teams, including Engineering, Product Management, and Customer Support.
• Strong analytical and problem-solving skills with a customer-first mindset.

Preferred Qualifications

• Experience supporting access control systems within U.S. Federal Government environments.
• Knowledge of PIV credentials, FIPS 201 standards, and HSPD-12 requirements.
• Working knowledge of PKI architecture, digital certificates, and certificate validation processes.
• Experience integrating PACS solutions with identity management, card issuance, or credentialing systems.
• Familiarity with Jira, Confluence, and Agile development methodologies.
• Experience with HID products and solutions.
• Security industry certifications or manufacturer certifications.

Benefits

• Competitive salary and rewards package.
• Competitive benefits and annual leave offering, allowing for work-life balance.
• A vibrant, welcoming, and inclusive culture.
• Extensive career development opportunities and resources to maximize your potential.
• Opportunity to be part of a global organization pioneering hardware, software, and services that allow people to confidently navigate the physical and digital worlds.