An Amazing Career Opportunity for a Field Support Engineer!!

Location: Fort Lauderdale, Florida

Job ID: 50501

Travel: ~11-30%

As a member of the pivCLASS Product Engineering team, the Field Support Engineer serves as a critical link between Engineering, Technical Support, and customers. This role combines advanced technical troubleshooting, customer engagement, and product advocacy to ensure successful deployments and exceptional customer experiences. The successful candidate will resolve complex escalations, support strategic customer implementations, and provide valuable field insights that influence future product enhancements and roadmap decisions.

As our Field Support Engineer, you'll support HID's success by:

• Partnering closely with Product Engineering to investigate, diagnose, and resolve complex product issues.
• Serving as a technical liaison between customers, Technical Support, and Engineering teams.
• Configuring, integrating, and validating physical access control system environments for testing, troubleshooting, and product verification.
• Conducting customer-specific configuration testing and validation to support deployment requirements.
• Documenting and communicating product defects, enhancement requests, and integration challenges through established processes.
• Owning and managing escalated customer support cases through resolution.
• Identifying opportunities to improve product functionality, usability, and internal processes.
• Troubleshooting and resolving complex issues involving pivCLASS solutions and third-party access control integrations.
• Developing and maintaining technical knowledge base articles, troubleshooting guides, and customer-facing documentation.
• Assisting with customer support issues when tech support cannot resolve them on their own.
• Coordinating with product engineering for two-way feedback (requesting assistance when needed and providing feedback to further enhance the product).
• Attending on-site customer visits to assist with special deployments or challenging technical troubleshooting.
• Assisting with product testing for new features and issue fixes

Your Experience and Background include:

• 4-7 years of experience working with physical access control systems (PACS).
• Experience installing, configuring, and supporting access control hardware and software solutions.
• Demonstrated ability to independently troubleshoot and resolve complex technical issues in customer environments.
• Experience supporting customers in a technical support, field engineering, systems engineering, or similar customer-facing role.
• Strong verbal and written communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
• Experience working across cross-functional teams, including Engineering, Product Management, and Customer Support.
• Strong analytical and problem-solving skills with a customer-first mindset.
• Experience supporting access control systems within U.S. Federal Government environments is preferred.
• Knowledge of PIV credentials, FIPS 201 standards, and HSPD-12 requirements is preferred.
• Working knowledge of PKI architecture, digital certificates, and certificate validation processes is preferred.
• Experience integrating PACS solutions with identity management, card issuance, or credentialing systems is preferred.
• Familiarity with Jira, Confluence, and Agile development methodologies is preferred.
• Experience with HID products and solutions is preferred.
• Security industry certifications or manufacturer certifications are a plus.

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. You'll have opportunities to share insights and contribute forward-thinking ideas that shape future outcomes.
• 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.

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.

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 [email protected] with the subject line "Application Review Request" and the role you applied for.

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