An Amazing Career Opportunity for Technical Support Engineer
Location: Bangalore, India (Hybrid)
Job ID: 34771
Profile Summary:
As a Technical Support Engineer, you will have the aptitude and drive to not only analyze and mitigate technical cases, but also the passion to gain a clear understanding of all the technologies root cause. Your primary objectives within the role are to effectively manage technical support cases within SLA driving exceptional service for HID Global customers, supporting authentication and credential management products.
Communication skills, both technical and social, are critical for this role. You will be required to communicate with senior level technical and managerial roles, both internal at HID Global, and with our external customers. Sales, or Professional Services may also be involved in some issues, however it is the technical support team who owns the case and is responsible for keeping all stakeholders informed until resolution, taking ownership of major Incidents and ensuring to communicate effectively throughout the process, defining a clear plan to mitigation / resolution.
Who are we?
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 4,000 worldwide employees. Check us out: www.hidglobal.com and https://youtu.be/23km5H4K9Eo
LinkedIn: www.linkedin.com/company/hidglobal/mycompany/
About HID Global, Bangalore
At HID Global, we are a bunch of passionate Engineers working on a product that helps integrating multiple physical access controls and logical access systems for Identities. Our product provides a common way of provisioning cards and access to identities across the organisation. We work on exciting integration and design problems using latest Microsoft Technologies in an inclusive environment. It is a great place to make a career, learn and have fun.We develop best-in-class access control and authentication solutions that help governments and organizations stay ahead of an ever-changing threat landscape. Most of our products are supported on both on premise and cloud environments. Our products protect more than 85 million user identities and issued more than 50 million credentials to date.
It is a great place to become security domain expert and work on latest technologies.
Identity and Access Management Solutions (IAMS)
HID Global IAM products protect more than 85 million user identities.
HID Global Identity and Access Management Solutions products protect more than 85 million user identities. At HID Global, we understand that no person, device, or workplace can go unprotected. This philosophy of Zero Trust drives us to create new advances in risk-based multi-factor authentication, leads us to secure user identities in converged access environments and drives the need to expand implementations with our industry-leading digital certificates and PKIaaS solution to manage them at scale.
Duties and Responsibilities include the following. Other duties may be assigned.
Incident management ensuring that all cases are effectively managed, updating incidents, and working to SLA
Implementing a strong work and customer ethic to mitigate escalations, however when raised taking ownership and driving through to resolution
Delivering exceptional service to the customer and aiding to evolve the ethos of technical support becoming more customer centric
Understanding new and existing technologies to ensure development opportunities
Highlight overall deliverables and areas which need support or improvement
Work in alignment with the wider technical support function, adopting working practices and processes to aid in evolving the Global IAM TS model
Troubleshooting & resolving technical problems reported by HID Global customers.
Advise Senior level technical and management personnel at the customer site, independently negotiating resolution to issues that may span both the business and technical realm.
Complex customer environments are meticulously reproduced, and problems vetted before logging bugs with our Engineering teams.
Frequently advise the Engineering team on the true nature of the issue, impact and priority.
Delivering timely and detailed communication to all parties is critical while case is in progress.
Drive issues to resolution through the customer and other departments as required.
Take ownership of Major incidents, drive communication and mitigation
On call – Participate in the on-call rotation to support customer-facing environments. (with on-call bonus)
Qualifications :-
To perfom this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Current and strong experience in Microsoft Server Technologies and consumer authentication with implementation of large .NET technology with SQL Server or Oracle Database systems within enterprise setting is required
Excellent Windows Server and Linux skills (Preferably RedHat, CentOS or Ubuntu)
Active Directory, ADFS
Database Experience: SQL Server, SQL Queries, Oracle
Linux
Windows Server
An understanding of the following: Web Application Servers, Firewalls, Databases, Proxy servers or Load Balancers
Development skills in at least one of the following Java, Python, C, Perl, JavaScript, Node.js
An understanding of at least one cloud service provider (example: Alibaba, Microsoft Azure, Amazon Web Services, Google Cloud)
An understanding of at least one of the following: FIDO, PKI, OAUTH / OAUTHII, OATH, OpenID Connect, TLS
An understanding of API and Postman / Troubleshooting
Understanding of Certificate Authorities / implementation and troubleshooting
Experience working with dynamic HTML components: e.g., AJAX, JavaScript, CSS, XML, HTML, XHTML
Education and/or Experience:-
BS in Computer Science, or related field. Candidates with equivalent education, plus relevant work experience may also be considered.
3+ years of experience in a progressively more responsible technical role
Previous experience delivering in a similar role with technical management accountability (including Incident management / Major incident management)
Experience utilizing and implementing ITIL Framework, preferably ITIL certified
Computer Skills:-
Please reference the Qualifications section for a list of technology requirements for this role
Proficient in MS Office applications, such as Word, Excel, PowerPoint, etc.
Familiar with operating systems, such as Windows, etc.
In addition to the above qualifications, successful candidates will also have the following profile:
Problem solver and self-driven individual with positive attitude.
Ability to work with high-value customer administrators and developers
Excellent time management skills
Logical and technical troubleshooting skills
Work Environment:-
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Employees work primarily in an office environment, within a well-ventilated area, and is exposed to moderate noise levels.
Hybrid work schedule: 3 days in office / 2 days from remote home office
For all roles with job duties that can be performed effectively both inside and outside of an HID site, local management and HR can approve, on average, up to 2 days a week working from home in line with business and team requirements. Additionally, temporary arrangements to work fully remote for up to 4 weeks per year can also be approved by the local manager and HR. An employee's direct manager has the sole discretion to select which 2 days of the week an employee may work remotely.
The direct manager and HR will manage individual, temporary exceptions and schedule changes to best meet employee and business requirements. Employees can also request adjustments to daily start and stop times or core hours required in the worksite with manager approval, as long as it meets the business needs.
The company reserves the right to end any flexible arrangement and request the employee to work standard work hours from a company worksite if deemed necessary or if the employee is unable to successfully perform their job duties.
Employees are expected to have the necessary equipment and workspace available to them outside the HID facility to be able to work remotely. Equipment should not be taken from an HID facility without proper tracking and approval from management. Except for the provision of standard working equipment (e.g., laptop, monitor), HID will not reimburse an employee's expenses incurred while working remotely, such as, internet, utilities, and personal cell phone, unless required by applicable law or agreed to by an employee's direct manager.
Hours of Work:-
Mon – Fri, – GMT and NAM Coverage (Weekly Shift Rotation). Hours may vary dependent on coverage required
Expectation to manage time effectively with flexibility
Rotating on call schedule
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. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers.
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.
This opportunity may be open to flexible working arrangements.
HID is an Equal Opportunity/Affirmative Action Employer – Minority/Female/Disability/Veteran/Gender Identity/Sexual Orientation.
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 61,000 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.
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