Senior Development Support Engineer

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.

About the role

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. This role serves as a technical resource for Mercury/HID OEM partners by providing advanced development and product support, working closely with development teams, partner technical support organizations, and customers to diagnose complex issues, facilitate successful integrations, and improve the overall customer experience.

Responsibilities

• Provide second-level support for technical inquiries related to Mercury and HID products.
• Assist developers with integration and implementation of APIs and related technologies.
• Troubleshoot hardware, software, networking, and serial communication issues.
• Replicate customer-reported issues to identify root causes and support resolution efforts.
• Log and document defects accurately for engineering review and corrective action.
• Interface directly with partners and customers to understand technical requirements and challenges.
• Collaborate with engineering and quality teams to resolve product and integration issues.
• Educate partners on best practices for deployment, implementation, and integration.
• Participate in planning events, workshops, technical training sessions, and product demonstrations.
• Drive and support continuous improvement initiatives across support and engineering functions.
• Build and maintain strong working relationships with customers, partners, and internal stakeholders.
• Contribute technical expertise to product enhancement discussions and support processes.
• Assist in knowledge-sharing activities and development of technical documentation.

Requirements

• Bachelor’s degree in Computer Science, Computer Engineering, or a related technical field, or an equivalent combination of education and experience.
• Ability to work effectively with remote teams and individuals across multiple time zones and countries.
• Programming experience with C/C++, C#, and/or Rust.
• Experience with web technologies and protocols including HTTP, HTML, RESTful APIs, JSON, XML, and MQTT.
• Experience deploying and supporting applications in Linux and Windows environments.
• Strong understanding of TCP/IP networking concepts, including TCP, UDP, and HTTPS protocols.
• Experience using diagnostic and troubleshooting tools such as Wireshark, Postman, and curl.
• Knowledge of serial communication protocols such as RS-232 and RS-485.
• Understanding of SSL/TLS digital certificates.
• Strong verbal and written English communication skills.
• Ability to create technical documentation, procedures, specifications, and presentations.
• Proficiency with Microsoft Office applications including Word, Excel, and PowerPoint.
• Familiarity with Windows and Linux operating systems.

Preferred Qualifications

• Experience with physical access control products and solutions.
• Experience working with Mercury controllers and HID technologies.
• Experience using Jira for issue tracking and project collaboration.
• Prior experience in a customer-facing technical support or development support role.
• Knowledge of security systems integration and deployment best practices.

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 for secure access.

Pay

The base salary for this role in California is $91,000 to $110,000. The wage range considers factors such as skill sets, experience, training, licensure, certifications, and business needs. Geographic differentials based on location may apply.

Applicants must be currently and legally authorized to reside and work in the hiring country. HID Global will not offer immigration sponsorship or assume sponsorship of an employment visa for this position. International relocation or remote work arrangements outside of the hiring country will not be considered.