Field Support Engineer - Access Control Deployments

HID; Fort Lauderdale (FL); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

Annual leave

Career development opportunities

Global organization

Job summary

HID is seeking a Field Support Engineer in Fort Lauderdale, FL to join the pivCLASS Product Engineering team. You will diagnose, troubleshoot, and resolve complex product issues, while coordinating with customers, Technical Support, and Engineering to ensure successful deployments and high‑quality experiences.

The role emphasizes customer engagement, field testing, and continuous product feedback, with travel 11-30%.

Qualifications

• 4-7 years of experience with physical access control systems (PACS).
• Experience installing, configuring, and supporting access control hardware and software solutions.
• Ability to troubleshoot and resolve complex technical issues in customer environments.
• Experience in technical support, field engineering, or similar customer-facing roles.
• Strong communication skills for both technical and non-technical audiences.

Responsibilities

• Partner with Product Engineering to diagnose and resolve complex product issues.
• Serve as a technical liaison between customers, Technical Support, and Engineering teams.
• Configure, integrate, and validate PACS environments for testing and verification.
• Perform customer-specific configuration testing to support deployment requirements.
• Document product defects, enhancement requests, and integration challenges.
• Own and manage escalated customer support cases through resolution.
• Identify opportunities to improve product functionality and internal processes.
• Troubleshoot issues involving pivCLASS solutions and third-party integrations.
• Develop and maintain technical knowledge base articles and customer-facing docs.
• Assist with customer support when frontline tech support cannot resolve issues.
• Coordinate with product engineering for two-way feedback and product improvements.
• Attend on-site customer visits for deployments or challenging troubleshooting.
• Assist with product testing for new features and fixes.

Skills

PACS expertise

Field engineering

Customer engagement

Troubleshooting

Cross-functional collaboration

Technical liaison

Documentation

On-site deployments

Tools

Jira

Confluence

Agile

Job description

HID is seeking a Field Support Engineer in Fort Lauderdale, FL to join the pivCLASS Product Engineering team. You will diagnose, troubleshoot, and resolve complex product issues, while coordinating with customers, Technical Support, and Engineering to ensure successful deployments and high‑quality experiences.

The role emphasizes customer engagement, field testing, and continuous product feedback, with travel 11-30%.