Technical Support Engineer I

Job Details Location: Eden Prairie, MN Job ID: 50025 Job Summary The Technical Support Engineer is responsible for delivering high-quality technical support for HID products across telephone, email, and remote support channels. This role resolves customer issues, maintains strong product and support-process knowledge, and provides accurate guidance on product use, features, benefits, and value. The position supports complex RTLS environments across healthcare and industrial use cases, including location accuracy, connectivity, device behavior, alerting, and workflow-related issues. The Technical Support Engineer also documents customer interactions in Salesforce, ensures SLA compliance, supports effective escalation and handoff to Engineering, and participates in after-hours support for critical incidents. Responsibilities Resolving assigned HID product questions and technical issues through telephone, email, and remote support sessions. Troubleshooting 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. Maintaining current knowledge of assigned HID product offerings, technical support procedures, and customer-facing troubleshooting practices. Providing accurate product guidance to customers, including proper product use, key features, benefits, and value. Supporting healthcare RTLS use cases such as staff duress, infant security, wander management, asset tracking, wayfinding, hand hygiene, and environmental monitoring. Supporting industrial RTLS use cases such as asset visibility, work-in-progress tracking, worker safety, and evacuation assistance. Maintaining accurate customer contact records, interaction summaries, and problem-resolution details in Salesforce CRM. Providing timely updates, status information, and closure communication to supervisors, users, customers, and internal stakeholders. Ensuring SLA compliance and supporting effective handoff between Technical Support and Engineering teams. Participating in an after-hours support rotation for critical customer-impacting incidents. Serving as a technical point of contact for customers, sales teams, and prospective customers regarding HID product support needs. Advising 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. Promoting positive customer outcomes by providing clear troubleshooting guidance, accurate solutions, and appropriate product recommendations. Partnering with Engineering, Operations, and Product Management by providing feedback on recurring issues, product behavior, customer concerns, and improvement opportunities. Owning assigned support cases from intake through resolution, ensuring proper documentation, communication, escalation, and follow-through. Supporting customer success by helping customers select, configure, and use HID products effectively to address their business needs. Contributing to continuous improvement of support processes, knowledge sharing, and service quality across the Technical Support organization. Qualifications 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. Must have excellent telephone/interpersonal/communication skills. Critical thinking and problem-solving skills are a must. Familiar 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 and Salary 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 The wage range for this role considers a broad scope of factors that are considered when making compensation decisions, including but not limited to: skill sets, experience and training, licensure and certifications, and other business and organizational needs. The disclosed range does not account for geographic differentials based on the location where the position may be filled. At HID, it is uncommon for individuals to be hired at or near the top of the range. Final compensation decisions depend on the specific facts and circumstances of each case. The base salary in the United States is $50,000 to $60,000. This opportunity may be open to flexible working arrangements. Diversity and Inclusion 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 View email address on click.appcast.io. Visa and Sponsorship Immigration Sponsorship Not Available Applicants for this position 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. Recruitment Process Our Talent Acquisition team may use an AI-powered screening tool to support their initial review of your application. The tool analyzes resume content such as qualifications, skills, and experience to help recruiters assess applications against role requirements. It does not score, rank, filter, or make any decisions about your application. All hiring decisions are made by people following their own review of your full application. Information processed by the tool is deleted once the recruiter's review is complete. If you believe the tool has not accurately represented your application, you can request direct human review by contacting View email address on click.appcast.io with the subject line "Application Review Request" and the role you applied for. 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. About HID 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: and Identification Technologies (IDT): IDT is creating trusted identities for IoT applications through Smart Components and Enabling Services. HID’s Identification Technologies powers the trusted identities of the world’s people, places and things through smart components and cloud services. We make it possible for people and organizations to transact safely, work productively, and travel freely. Our contactless identification and sensing (RFID, NFC, and BLE) components and solution enabling technologies address the dynamic requirements across multiple industries to wirelessly connect, identify, collect and manage data quickly and accurately across virtually any IoT application. We make it easier for people to get where they want to go! On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something. HID technology is behind billions of interactions, in more than 100 countries. We help you create a verified, trusted identity that can get you where you need to go – without having to think about it. When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 63,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences. #J-18808-Ljbffr