Technical Support Engineer

About the role

Manage incidents to meet SLA requirements, maintain accurate case updates, and quickly resolve escalations. Deliver outstanding technical support, champion a shift toward customer-focused best practices. Actively pursue ongoing professional development by staying current on emerging technologies. Identify key deliverables and proactively suggest areas for operational improvement. Align daily activities with global standards for technical support excellence. Diagnose and resolve complex customer issues related to HID Global products and services. Provide expert advice to senior technical and management staff at customer sites, negotiate resolutions across both business and technical sectors. Reproduce intricate environments and validate technical problems before submitting bug reports to Engineering. Clearly communicate issue details, impact, and priority to the Engineering team. Maintain comprehensive and timely communication throughout case lifecycle. Collaborate closely with customers and internal teams to facilitate efficient issue resolution. Lead major incident management initiatives, ensure effective communication and mitigation strategies. Participate in the on-call rotation for technical support (with compensation).

Responsibilities

• Manage incidents to meet SLA requirements, maintain accurate case updates, and quickly resolve escalations.
• Deliver outstanding technical support, champion a shift toward customer-focused best practices.
• Actively pursue ongoing professional development by staying current on emerging technologies.
• Identify key deliverables and proactively suggest areas for operational improvement.
• Align daily activities with global standards for technical support excellence.
• Diagnose and resolve complex customer issues related to HID Global products and services.
• Provide expert advice to senior technical and management staff at customer sites, negotiate resolutions across both business and technical sectors.
• Reproduce intricate environments and validate technical problems before submitting bug reports to Engineering.
• Clearly communicate issue details, impact, and priority to the Engineering team.
• Maintain comprehensive and timely communication throughout case lifecycle.
• Collaborate closely with customers and internal teams to facilitate efficient issue resolution.
• Lead major incident management initiatives, ensure effective communication and mitigation strategies.
• Participate 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.

Qualifications

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

Benefits

Flexible work environment
Regular feedback, training, and development opportunities

Skills

• Technical Delivery
• Incident Management
• Service Level Agreements (SLAs)
• Customer-Focused Best Practices
• Professional Development
• Operational Improvement
• Technical Support Excellence
• Complex Issue Resolution
• Expert Advice
• Negotiation
• Bug Reporting
• Communication
• Collaboration
• Major Incident Management
• On-Call Rotation
• Technical Support

Benefits

• Flexible Work Environment
• Regular Feedback, Training, and Development Opportunities

Pay

Competitive salary and rewards package

Schedule

Flexible work environment