Technical Support Engineer I

Location: Eden Prairie, MN

About the role

Deliver high-quality technical support for HID products across telephone, email, and remote support channels. Resolve customer issues, maintain strong product and support-process knowledge, and provide accurate guidance on product use, features, benefits, and value. Support complex RTLS environments across healthcare and industrial use cases, including location accuracy, connectivity, device behavior, alerting, and workflow-related issues.

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.

Identification Technologies (IDT) creates trusted identities for IoT applications through Smart Components and Enabling Services. HID’s Identification Technologies powers trusted identities through smart components and cloud services, enabling safe transactions, productive work, and free travel. Our contactless identification and sensing technologies (RFID, NFC, and BLE) address dynamic requirements across multiple industries to wirelessly connect, identify, collect, and manage data quickly and accurately across virtually any IoT application.

Responsibilities

• Resolve assigned HID product questions and technical issues through telephone, email, and remote support sessions.
• Troubleshoot RTLS-related issues including location accuracy, device communication, reader/gateway connectivity, badge/tag behavior, battery status, alerting workflows, map/floorplan issues, and event-processing anomalies.
• Maintain current knowledge of assigned HID product offerings, technical support procedures, and customer-facing troubleshooting practices.
• Provide accurate product guidance to customers, including proper product use, key features, benefits, and value.
• Support healthcare RTLS use cases such as staff duress, infant security, wander management, asset tracking, wayfinding, hand hygiene, and environmental monitoring.
• Support industrial RTLS use cases such as asset visibility, work-in-progress tracking, worker safety, and evacuation assistance.
• Maintain accurate customer contact records, interaction summaries, and problem-resolution details in Salesforce CRM.
• Provide timely updates, status information, and closure communication to supervisors, users, customers, and internal stakeholders.
• Ensure SLA compliance and support effective handoff between Technical Support and Engineering teams.
• Participate in an after-hours support rotation for critical customer-impacting incidents.
• Serve as a technical point of contact for customers, sales teams, and prospective customers regarding HID product support needs.
• Advise customers and internal teams on the resolution of technical or engineering issues that may affect sales, installation, utilization, or ongoing operation of HID products and services.
• Promote positive customer outcomes by providing clear troubleshooting guidance, accurate solutions, and appropriate product recommendations.
• Partner with Engineering, Operations, and Product Management by providing feedback on recurring issues, product behavior, customer concerns, and improvement opportunities.
• Own assigned support cases from intake through resolution, ensuring proper documentation, communication, escalation, and follow-through.
• Support customer success by helping customers select, configure, and use HID products effectively to address their business needs.
• Contribute to continuous improvement of support processes, knowledge sharing, and service quality across the Technical Support organization.

Requirements

• High School Diploma or equivalent required.
• AA/AS degree in a technical subject, and/or 1-2 years of experience within RTLS or IoT field highly preferred.
• Excellent telephone, interpersonal, and communication skills.
• Critical thinking and problem-solving skills.
• Familiarity or previous experience working with healthcare, industrial, or other enterprise software customers.
• Experience with RTLS, RFID, BLE, UWB, Wi-Fi location, IoT sensors, access control, nurse call, security systems, or similar technologies is preferred.
• Experience supporting healthcare customers, hospitals, clinical engineering, biomedical engineering, or patient-safety workflows is preferred.

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.

Pay

The base salary in the United States is $50,000 to $60,000. The wage range considers factors such as skill sets, experience, training, licensure, certifications, and other business and organizational needs. Geographic differentials based on location may apply.