Technical Support Engineer II

Assa Abloy Group; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading company in security solutions is seeking a Technical Support Engineer II in São Paulo, Brazil. The role involves supporting customers with HID products, addressing technical questions, and ensuring high service standards. Candidates should have a technical degree or extensive experience in software/access control support, along with critical thinking and problem-solving skills.

Serviços

Competitive salary and rewards

Benefits and annual leave for work-life balance

Inclusive culture and career development opportunities

Qualificações

• 5-10 years in software or access control support.
• 2-5 years of technical service and product support experience.
• Ability to communicate effectively in English, Spanish, and Portuguese.

Responsabilidades

• Resolve partner cases via phone, email, chat, or in person.
• Track tickets using Salesforce.
• Test products and provide feedback to engineering.

Conhecimentos

Critical thinking

Problem-solving

Communication

Formação académica

BA/BS in a technical field

Ferramentas

Salesforce

Descrição da oferta de emprego

An Amazing Career Opportunity for a Technical Support Engineer II!

Location: Sao Paulo, Brazil

Job ID: 39469

The Technical Support Engineer is responsible for supporting and assisting customers (including sales personnel, channel partners, and end-users) with HID products, primarily in the LAM region, working both independently and collaboratively.

Who are we?

HID powers the trusted identities of the world’s people, places, and things, enabling safe transactions, productive work, and seamless travel.

Headquartered in Austin, TX, HID is a high-tech software company with over 4,500 employees worldwide. Learn more at www.hidglobal.com and watch our video here.

Physical Access Control Solutions (PACS):

HID PACS provides advanced, reliable access control solutions, including readers, credentials, controllers, mobile, and biometric technologies, to secure spaces globally. Join us to drive innovation in access control and make a real impact on security.

As our Technical Support Engineer II, you will:

• Resolve partner cases via phone, email, chat, remote sessions, or in person within SLA targets.
• Track and follow up on tickets using Salesforce.
• Maintain knowledge of product offerings and support procedures to provide accurate solutions.
• Address technical questions related to product installation, configuration, field use, and troubleshooting.
• Keep accurate records of cases and customer contacts in Salesforce CRM.
• Administer Salesforce CRM content like FAQs, documentation, and Knowledge Articles.
• Test products and provide feedback to engineering and product management.
• Participate in product team meetings to represent customer and support needs.
• Assist in creating and updating technical support procedures.

Your Experience and Background include:

• BA/BS in a technical field or 5-10 years in software or access control support.
• 2-5 years of technical service and product support experience.
• Critical thinking and problem-solving skills.
• Expertise in HID PACS Cloud Services, pivCLASS solutions, and credential technologies.
• Knowledge of EDGE EVO Solo, Fargo printers, and AsureID products.
• Basic understanding of HID OEM Controllers and access control architectures.
• Ability to communicate effectively in English, Spanish, and Portuguese.

What we offer:

• Competitive salary and rewards.
• Benefits and annual leave for work-life balance.
• Inclusive culture and career development opportunities.
• Be part of a global leader in security solutions.

Why apply?

• Empowerment: Work within a flexible, global team and grow your expertise.
• Innovation: Embrace challenges and contribute ideas.
• Integrity: Be results-oriented, reliable, and authentic.

HID values diversity and is an equal opportunity employer. We encourage applications from all backgrounds. For accommodations, contact [e-mail].

We make it easier for people to get where they want to go! HID technology supports billions of interactions worldwide, helping create trusted identities for seamless access. Join our team and be part of the ASSA ABLOY Group, with over 63,000 colleagues across more than 70 countries. We support career growth and value diverse perspectives.

#LI-HIDGlobal