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Technical Support Specialist

2 months ago

Stockholm, Stockholm, Sweden ASSA ABLOY Global Solutions Full time
Unlock Your Potential as a Technical Support Engineer

About the Role:

We are seeking a highly skilled Technical Support Engineer to join our Identity and Access Management Services (IAMS) team. As a key member of our team, you will be responsible for delivering exceptional technical support to our global customers, utilizing HID Authentication and credential management products.

Key Responsibilities:

  • Technical Proficiency: Analyze and resolve complex technical cases, understand technology at a root level, and manage support cases within SLA.
  • Communication: Effectively communicate with various stakeholders, reproduce customer environments, and log issues with Quality and Engineering teams.
  • Ownership: Take charge of major incidents, maintain informed communication until resolution, and develop clear mitigation plans.
  • Customer-Centric Approach: Enhance the Technical Support function to be more customer-focused, deliver management reports, and improve team quality output.
  • Incident Management: Ensure that all cases are effectively managed, updating incidents, and adhering to service level agreements (SLAs).
  • Customer Ethic and Ownership: Implement a strong work ethic to mitigate escalations, take ownership when issues arise, and drive them through to resolution.
  • Exceptional Service: Deliver exceptional service to customers and contribute to the evolution of a customer-centric ethos within the Technical Support team.
  • Technology Understanding: Stay informed about new and existing technologies to identify development opportunities.
  • Collaboration: Work in alignment with the wider technical services and engineering function, adopting best practices, and contributing to the evolution of the Global IAM TS model.
  • Troubleshooting: Resolve technical problems reported by HID Global customers within SLA.
  • Reproducing issues: Meticulously reproduce complex customer issues to vet problems before logging bugs with the Engineering teams.
  • Effective Communication: Provide timely and detailed communication to all parties while maintaining case ownership.
  • Major Incident Ownership: Take ownership of major incidents and drive communication and mitigation efforts.
  • On call: Participate in the on-call rotation to support customer-facing environments.

Requirements:

  • 5+ years of experience in a progressively more responsible technical role
  • Strong understanding of Authentication and Credential management technologies
  • Bachelors or Masters in STEM – or equivalent work experience/certification.
  • Operating Systems Skills:
    • Windows Server and Desktop
    • Linux skills (preferably RedHat, CentOS, or Ubuntu).
    • IOS and Android
  • Development Skills:
    • Proficiency in at least one of the following programming languages: Java, Python, C, Perl, JavaScript, or
  • Exposure to and understanding of databases (SQL, Oracle, or Postgres).
  • Infrastructure Knowledge:
    • Familiarity with at least two of the following: Web Application Servers, Firewalls, Databases, Proxy servers, or Load Balancers.
  • Understanding of at least one cloud service provider (e.g., Alibaba, Microsoft Azure, Amazon Web Services, Google Cloud).
  • Security Protocols:
    • Knowledge of at least one of the following: FIDO (Passkey), PKI, OAuth, OATH, OpenID Connect, TLS.
    • Knowledge of certificate chains to aid in debugging certificate related issues
  • Troubleshooting and Communication Skills:
    • Demonstrated ability to troubleshoot technical issues.
  • Experience working with dynamic HTML components:
    • (AJAX, JavaScript, CSS, XML, HTML, XHTML).
  • (both written and verbal) to articulate solutions effectively.
  • Support Model and Attitude:
    • Understanding of support models.
    • Problem-solving skills and a self-driven attitude with a positive outlook.

What We Offer:

  • A dynamic and collaborative work environment
  • Opportunities for professional growth and development
  • A competitive salary and benefits package
  • The chance to work with a global leader in access solutions

Why Apply:

  • Empowerment: You'll work as part of a global team in a flexible work environment, learning and enhancing your expertise.
  • Innovation: You'll drive change and contribute to the evolution of our Technical Support function.
  • Integrity: You'll be part of a company that values integrity, reliability, and a customer-centric approach.

About HID:

HID powers the trusted identities of the world's people, places, and things, allowing people to transact safely, work productively, and travel freely.

About ASSA ABLOY Global Solutions:

We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities.