An Amazing Career Opportunity for a Technical Consultant!!
Location: Austin Texas
Job ID: 32238
This role focuses on troubleshooting cases for our Mobile Access and Cloud-Based Access Control solutions.
In this pivotal role, you will provide exceptional technical support, streamline the developer experience on our mobile and cloud platforms, manage changes related to new APIs and SDKs.
Your contributions will include release testing, authoring knowledge base articles, contributing to training programs, and creating developer tools.
If you are a dedicated technical support professional with a passion for enhancing client experiences and driving innovation, we invite you to bring your expertise to our dynamic team!!
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 4,500 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo
Join our winning team, Physical Access Control Solutions Business Area (PACS)!
The PACS business is highly visible and one of our most significant portfolios within HID Global. The PACS products include smart cards, mobile access and identifications, software, services and controllers for physical access control.
As our Technical Consultant you'll support HID's success by:
- Technical Support Excellence
- Serve as the primary contact for integration support, focusing on PACS cloud products and mobile access solutions.
- Provide timely and effective resolutions for complex technical issues related to HID's cloud-based access control systems.
- Ensure a seamless experience for developers during learning, integration, launch, and post-launch phases.
- Integration Support for Mobile and Cloud Products
- Lead technical support for integrating mobile access and cloud-based solutions within the physical access control ecosystem.
- Collaborate closely with developers to ensure successful integrations and troubleshoot any API/SDK issues.
- Change Management:
- Manage change processes for new API and SDK releases, ensuring smooth transitions and minimal disruptions for partners and developers.
- Participate in the validation and release testing of new APIs/SDKs to maintain high standards of integration quality.
- Developer Experience
- Create developer guides and contribute to the production of knowledge base articles.
- Actively participate in building and improving developer tools, ensuring easy implementation of HID's mobile access solutions.
- Knowledge Base and Training
- Write detailed knowledge base articles and support documentation to aid in self-service technical support for partners.
- Assist in the development of training programs for both internal teams and external partners, enhancing their ability to work with HID's cloud-based access control systems.
- Cross-functional Collaboration
- Work closely with cross-functional teams, including engineering, product management, and sales, to align support strategies and ensure cohesive integration solutions.
- Provide feedback on product improvements based on support trends and customer feedback.
What we will love about your background:
- Strong technical support and troubleshooting skills, particularly in cloud-based access control environments.
- Excellent written and verbal communication skills, particularly in writing technical documentation and knowledge base articles.
- Ability to collaborate effectively with cross-functional teams and drive continuous process improvements.
- Critical thinking and problem solving skills.
Your Experience and Education include:
- BA/BS degree in a technical subject or related field.
- Must possess a minimum of three years of experience in technical service and product support, preferably in the access control field.
- Experience in creating developer tools and resources, with a focus on delivering a seamless developer experience is a plus.
- Familiarity with the physical access control industry and HID products is a plus.
- Experience with change management and validation processes for new API/SDK release is a plus.
- Experience in Computer Security is a plus.
- Experience in software development and programming in any language is a plus.
- Experience with Salesforce CRM is a plus.
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-oriented, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.
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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