Technical Support Engineer, China (REQ-1923)

Shenzhen Asia PacificChinaShenzhen
HID Global
Job Type: 
Functional Area: 
R&D Engineering
Job Level: 

HID Global is looking for an experienced Technical Support Engineer for our Physical Access Control Business unit (PACS). If you live near the Shenzhen, China area we are looking for you to join our team.

We have great customers, industry leading solutions, and agility across everything we do. You will be 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 China and surrounding region.

Our Senior Technical Support Engineer supports the HID's PACS business unit by successfully:

  • Resolving cases by telephone, e-mail, chat, remote sessions, and/or in person within SLA targets. Most support is provided via telephone and e-mail.
  • Acquire and maintain knowledge of the following product offerings in order to provide accurate solutions to customers:
    • Expert knowledge on HID Cloud Services (including Mobile Access and Reader Manager), wall readers, and credential technologies (examples include HID/Indala Prox, iCLASS, Seos, MIFARE, magstripe)
    • Medium knowledge on Controllers (Peake, Aero, EDGE EVO Solo) and software.
  • Knowledge for the above includes the ability to answer technical product questions, installation/configuration, field use and advanced troubleshooting cases from partners, customer, and internal stakeholders. Such cases could include attempting to reproduce the issue. Troubleshooting includes wiring, configuration issues/errors, reader operation, credential questions/issues, installation of drivers and software, collecting logs and other items as necessary, and escalation of issues to engineering as necessary to resolve or identify viable work around to customer issues.
  • Maintain accurate records of cases and customer contact information utilizing Salesforce. Additional administration of Salesforce may include, but not limited to, FAQs, documentation, Knowledge Articles and other content.
  • Test and provides feedback to engineering, operations and product management regarding product problems, enhancements, and customer requirements for new features.
  • Attend product team meetings to represent the customer and Technical Support to include issue triage, service pack planning, and new product planning.
  • Assist with creation and maintenance of technical support procedures if relevant.


What we will love about your background:

  • Ability to quickly engage in situations, assess alternative courses of action, anticipate issues and implement effective change to customers.
  • Ability to quickly comprehend and make decisions by analyzing data and reviewing technical documentation. Ability to translate findings into an organized set of steps and to escalate with the right information for additional review.
  • Ability to think independently and strategically.
  • Possess excellent planning, organization, verbal and written communication skills.
  • Ability to effectively communicate in Chinese and English languages verbally and in writing. Any other languages is a plus.
  • Ability to work as a part of both internal (within HID) and external (working with customer(s)) team.
  • Conduct and present yourself in a businesslike, professional manner and appearance always.
  • Detail oriented, committed to quality, and customer satisfaction.


Who you are as a Team Player:

  • Able to work independently yet collaborative in nature with the rest of the global team.
  • Willingness to 'roll up sleeves' and dive deep into tactical work.
  • Use clear communication to demonstrate product knowledge and articulate the importance factors to internal and external customers.


Your Education and Experience include:

  • BA/BS degree in a technical subject, and/or 5-10 years of experience within access control or security field.
  • Minimum of two to five years of experience in technical service and product support, preferably in access control or security field.
  • Critical thinking and problem-solving skills.
  • An understanding of physical access control systems to include an understanding of what products HID and/or our Partners offer in each market and competitive products that HID does not sell or offer.


Technical Skills

  • Knowledge of DC Electronics
  • Knowledge of Cloud Computing environments.
  • Knowledge of Mobile Devices (Application and BLE)
  • Knowledge of client and server operating systems, such as Windows 10, Server 2016 and Linux. Knowledge is to include basic installation, configuration, and administration of the various operating systems.
  • Knowledge of Windows and application logging.
  • Knowledge of virtualization and use of VM Ware.
  • Should have experience with SQL Server (or other DBs).
  • Should have experience with operation and connectivity of networking devices (i.e. hubs/routers/switches).
  • Should have experience with contact smart cards and the associated CA usage.
  • Experience with Salesforce or a ticketing system.


HID Global is an equal opportunity employer. We are committed to a diverse workplace and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please contact us at [email protected]


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 50,000 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.