Location: Cypress, California

Job ID: 50401

The Senior Development Support Engineer serves as a technical resource for Mercury/HID OEM partners by providing advanced development and product support. This role works closely with development teams, partner technical support organizations, and customers to diagnose complex issues, facilitate successful integrations, and improve the overall customer experience. The position requires strong troubleshooting skills across hardware, software, networking, and API technologies. The engineer also contributes to continuous improvement initiatives and supports product adoption through technical guidance, demonstrations, and workshops.

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

• Providing second-level support for technical inquiries related to Mercury and HID products.
• Assisting developers with integration and implementation of APIs and related technologies.
• Troubleshooting hardware, software, networking, and serial communication issues.
• Replicating customer-reported issues to identify root causes and support resolution efforts.
• Logging and documenting defects accurately for engineering review and corrective action.
• Interfacing directly with partners and customers to understand technical requirements and challenges.
• Collaborating with engineering and quality teams to resolve product and integration issues.
• Educating partners on best practices for deployment, implementation, and integration.
• Participating in planning events, workshops, technical training sessions, and product demonstrations.
• Driving and supporting continuous improvement initiatives across support and engineering functions.
• Building and maintaining strong working relationships with customers, partners, and internal stakeholders.
• Contributing technical expertise to product enhancement discussions and support processes.
• Assisting in knowledge-sharing activities and development of technical documentation.

Your Experience and Background include:

• Bachelor's degree in Computer Science, Computer Engineering, or a related technical field, or an equivalent combination of education and experience.
• Ability to work effectively with remote teams and individuals across multiple time zones and countries.
• Programming experience with C/C++, C#, and/or Rust.
• Experience with web technologies and protocols including HTTP, HTML, RESTful APIs, JSON, XML, and MQTT.
• Experience deploying and supporting applications in Linux and Windows environments.
• Strong understanding of TCP/IP networking concepts, including TCP, UDP, and HTTPS protocols.
• Experience using diagnostic and troubleshooting tools such as Wireshark, Postman, and curl.
• Knowledge of serial communication protocols such as RS-232 and RS-485.
• Understanding of SSL/TLS digital certificates.
• Strong verbal and written English communication skills.
• Ability to create technical documentation, procedures, specifications, and presentations.
• Proficiency with Microsoft Office applications including Word, Excel, and PowerPoint.
• Familiarity with Windows and Linux operating systems.
• Experience with physical access control products and solutions is preferred.
• Experience working with Mercury controllers and HID technologies is preferred.
• Experience using Jira for issue tracking and project collaboration is preferred.
• Prior experience in a customer-facing technical support or development support role is preferred.
• Knowledge of security systems integration and deployment best practices is preferred.

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.

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 for CA is $91,000 to $110,000.

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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