Remote Solutions Support Engineer - Security & Access

allegion; United States; Hybrid; USD 80,000 - 115,000; Full time

Job summary

Allegion is seeking a passionate Solutions Support Engineer to join a highly engaged, global organization focused on safety, security and access management. You will work within a 12,000+ employee team representing 30+ brands and engage across Product Management and Engineering to resolve complex customer issues.

You will be a technical subject matter expert, triaging root causes, collaborating with partners, and contributing to quality meetings while supporting tools and documentation.

Qualifications

• BS degree or higher in Systems, Electrical, Mechanical, Computer Engineering or related field from an ABET accredited university
• Minimum of 2–3 years of related work experience
• Ability to travel up to 10%
• Strong collaboration skills and demonstrated ability to lead effectively across internal and external teams

Responsibilities

• Become a technical subject matter expert in Allegion's Commercial Electronics and Software Products
• Triage and identify root cause of customer issues for Allegion's Commercial Products as Tier 2 and upscale as necessary
• Provide guidance to partners and technical support as needed to resolve customer issues
• Provide partner feedback and suggestions to Product Management and Engineering
• Contribute to regular quality meetings between the support, product management and engineering teams
• Assist the Electronics and Solutions Support team with identifying/obtaining the tools and solutions they need to be successful
• Work closely with Product and Engineering teams to define fixes and timelines
• Be the Customer and Support advocate to internal teams, at times interacting directly with customers
• Assist in documenting/reviewing troubleshooting steps, FAQs, and best practices
• Review and support required design documentation, including functional block diagrams, system architecture drawings, and instructions for interfacing and working with our electronics products
• Work in a highly collaborative, hybrid work environment

Skills

Systems engineering basics

Requirements tracing

Problem solving

Communication

Collaboration / teamwork

Leadership

Time management

Independent work

Education

ABET-accredited degree in engineering

Tools

Wireshark

Cloud computing (SaaS)

RESTful APIs

JSON

Java

Python

Job description

Allegion is seeking a passionate Solutions Support Engineer to join a highly engaged, global organization focused on safety, security and access management. You will work within a 12,000+ employee team representing 30+ brands and engage across Product Management and Engineering to resolve complex customer issues.

You will be a technical subject matter expert, triaging root causes, collaborating with partners, and contributing to quality meetings while supporting tools and documentation.