Technical Support Engineer II

An Amazing Career Opportunity for a Technical Support Engineer II!! 

Location: Sao Paulo, Brazil

Job ID: 39469

Working independently and collaborative in nature. The Technical Support Engineer is responsible for supporting and assisting customers (this includes sales personnel, channel partners, and end-users) with assigned HID products by performing the duties listed below mostly in the LAM region.

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 4,500 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo 

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 is more than just a job – it’s your chance to join an industry leader to drive innovation in access control and make a real impact on global security solutions.  

Are you ready to make a difference? Join us and help shape the future of security. 

As our Technical Support Engineer II, you’ll support HID’s success by: 

• Resolving assigned partners cases by telephone, e-mail, chat, remote sessions, and/or in person within internal service level agreement targets. 

• Tracking tasks and follow up on tickets in Salesforce.

• Acquiring and maintaining knowledge of the following product offerings and technical support procedures in order to provide accurate solutions to customers.
• Answering product technical questions, installation/ configuration, field use and advanced troubleshooting cases from certified partners, customer and internal stakeholders.
• Maintaining accurate records of cases and customer contact information, and cases master data utilizing Salesforce CRM.

• Performing additional administration of Salesforce CRM to include, but not limited to, FAQs, documentation, Knowledge Articles and other content.
• Performing testing and providing feedback to engineering, operations and product management regarding product problems, enhancements, and customer requirements for new product features as requested.
• Attending product team meetings to represent the customer and Regional Technical Support to include product issue triage, service pack planning, and new product planning.
• Assisting with creation and maintenance of technical support procedures if relevant.

Your Experience and Background include:  

• BA/BS degree in a technical subject, and/or 5-10 years of experience within software or access control field.
• Must possess a minimum of two to five years of experience in technical service and product support, preferably in software or access control field.
• Critical thinking and problem solving skills.
• Expert knowledge on the HID PACS Cloud Services (including Mobile Access, Reader Manager); pivCLASS Solution (cards, readers, software); finished wall readers and credential technologies (examples include HID/Indala Prox, iCLASS, Seos, MIFARE, PIV, magstripe).
• Medium knowledge on EDGE EVO Solo, Fargo branded printer and AsureID products as it pertains to utilizing the encoders.
• Basic  knowledge on HID OEM Controllers (VertX, Aero, Mercury).
• Basic Understanding of physical access control system architectures to include an understanding of what products HID and/or our Partners offer in each market and competitive product that HID does not sell or offer.

• Ability to quickly engage in situations, assess alternative courses of action, anticipate issues and implement programs and tactics to drive effective change to customers. 
• Ability to effectively communicate in the English, Spanish, and Portuguese languages, both verbally and in writing, is required for this role. 

What we can offer you:

• 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
• To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds

Why apply? 

• Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes. If you have most of the skills and experience, we want you to apply.
• Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers.
• Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.

HID does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. We are not responsible for any fees related to unsolicited resumes.

HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer, we welcome applications from individuals of all backgrounds, experiences, and perspectives. We evaluate applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic. Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves, fostering an environment of mutual respect and inclusivity. If you have a disability and require assistance or accommodation to participate in the application process or to perform essential job functions, please contact accommodations-ext@hidglobal.com.