Field Support Engineer - PACS & Access Control Deployments

Record UK Ltd; Fort Lauderdale (FL); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

Career development opportunities

Inclusive culture

Global organization

Job summary

HID Global is seeking a Field Support Engineer in Fort Lauderdale to act as a key technical liaison between customers, Technical Support, and Product Engineering. You will help deploy, configure, and validate physical access control systems, troubleshoot complex issues, and provide feedback for product improvements.

The role requires 4–7 years of PACS experience, strong communication skills, and the ability to work across cross-functional teams.

Qualifications

• 4-7 years of experience working with physical access control systems (PACS).
• Experience installing, configuring, and supporting access control hardware and software solutions.
• Demonstrated ability to independently troubleshoot and resolve complex technical issues in customer environments.
• Experience supporting customers in a technical support, field engineering, systems engineering, or similar customer-facing role.
• Strong verbal and written communication skills with the ability to explain technical concepts to both technical and non-technical audiences.

Responsibilities

• Partner with Product Engineering to investigate, 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, troubleshooting, and verification.
• Document defects, enhancement requests, and integration challenges through established processes.
• Own and manage escalated customer support cases through resolution.
• Identify opportunities to improve product functionality, usability, and internal processes.
• Troubleshoot issues involving pivCLASS solutions and third-party integrations.
• Develop and maintain technical knowledge base articles and customer-facing documentation.
• Assist with customer support issues when needed and coordinate with product engineering for feedback.

Skills

PACS experience

Customer-facing

Troubleshooting

Cross-functional collaboration

Communication skills

Tools

Jira

Confluence

Agile

Job description

HID Global is seeking a Field Support Engineer in Fort Lauderdale to act as a key technical liaison between customers, Technical Support, and Product Engineering. You will help deploy, configure, and validate physical access control systems, troubleshoot complex issues, and provide feedback for product improvements.

The role requires 4–7 years of PACS experience, strong communication skills, and the ability to work across cross-functional teams.