Solution Support Engineer-Remote Colorado-Remote New Jersey

Qualified candidates must be legally authorized to be employed in the United States. The company does not intend to provide sponsorship for employment visa status (e.g., H-1B, TN, etc.) for this employment position.

Job Summary:

Allegion is looking for a passionate Solutions Support Engineer to work as part of a highly engaged small team within a global organization of 12,000+ employees, representing 30+ brands (including Schlage, Von Duprin and LCN) focused on safety, security and access management.  You’ll work on solutions that will enable seamless access and help keep you and your loved ones safe and secure where they work, live and thrive.

What You Will Do:

• Become a technical subject matter expert in the Allegion’s Commercial Electronics (ex: NDE/LE Locks) and Software Products (ex: Zentra)

• Triage and identify root cause of Customer Issues for Allegion’s Commercial Products as Tier 2 and escalate as necessary to resolve or identify viable work around.

• Provide guidance to partners and technical support as needed to resolve customer issues.

• Provide partner feedback and suggestions to Product Management and Engineering.

• Contribute to regular quality meetings between the support, product management and engineering teams.

• Assist the Electronics and Solutions Support team with identifying/obtaining the tools and solutions they need to be successful. Partner with the engineering and product teams on the needs and recommendations for these tools.

• Work closely with Product and Engineering teams to define fixes and timelines  

• Be the Customer and Support advocate to internal teams, at times, interacting directly with customers

• Assist in documenting/reviewing troubleshooting steps, FAQs, and best practices  

• Review and support required design documentation, including functional block diagrams, system architecture drawings, and instructions for interfacing and working with our electronics products.

• Work in a highly collaborative, hybrid work environment.

What You Need to Succeed:

• Demonstrated systems engineering fundamental skills, including design by requirements, requirement traceability, requirement verification and validation.

• Sound structured problem-solving and critical thinking skills.

• BS degree or higher in Systems, Electrical, Mechanical, Computer Engineering or related field from an ABET accredited university or equivalent in years of relevant work experience

• Minimum of 2-3 years of related work experience required

• Ability to travel up to 10%

• Strong collaboration skills and demonstrated ability to lead effectively across internal (within Allegion) and external (customers) teams.

• Ability to communicate effectively at all levels, both written and verbal.

• Ability to lead troubleshooting and problem resolution in front of customers.

• Excellent time management skills and ability to work independently.

•  Working knowledge of the following:

  • Networking (IP, WLAN, VLAN, etc.) operation, connectivity, and troubleshooting (Wireshark)

  • Cloud Computing environment (SaaS)

  • RESTful Client/Server architecture

  • RS485 (RSI/OSDP knowledge a plus)

  • HTTP & HTTPS Commands and Responses

  • Encryption (TLS, AES, etc)

  • Certificates

  • API’s and common development languages/structures (JSON, Java, Python, etc)

  • Mobile Application Development (Android and iOS)

  • NFC & BLE (including GATT)

• General knowledge of the following would be a plus:

  • Electronic access control (software, controllers, readers, and credentials)

  • Electromechanical locks (stand alone and connected)

  • Dynamics365 CRM and/or ZenDesk

Compensation: This range is provided by Allegion. Your actual pay will be based on your skills and experience.