Technical Support Engineer II at ASSA ABLOY

📍 Job Overview

Job Title: Technical Support Engineer II
Company: ASSA ABLOY
Location: São Paulo, São Paulo, Brazil
Job Type: On-site
Category: Technical Support & Customer Service
Date Posted: 2025-06-20
Experience Level: 5-10 years

🚀 Role Summary

Key Responsibilities: Provide technical support and assistance to customers, partners, and end-users for assigned HID products, primarily in the LAM region.
Key Skills: Technical Support, Problem Solving, Customer Satisfaction, Salesforce, Cloud Computing, Access Control Systems, SQL Server, Networking Devices, Virtualization, Mobile Devices, Installation, Configuration, Troubleshooting, Communication, Planning, Organization.

📝 Enhancement Note: This role requires a strong technical background in software or access control, with a focus on HID products and physical access control systems. The ideal candidate will have excellent communication skills and the ability to work both independently and as part of a team.

💻 Primary Responsibilities

Resolve Cases: Address customer inquiries and technical issues via telephone, email, chat, or remote sessions, within internal service level agreement targets. Track tasks and follow up on tickets in Salesforce.
Product Knowledge: Maintain expertise on HID product offerings, including HID PACS Cloud Services, pivCLASS Solution, finished wall readers, and credential technologies. Have medium knowledge of EDGE EVO Solo, Fargo branded printer, and AsureID products, and basic knowledge of HID OEM Controllers and competitive products.
Troubleshooting: Diagnose and resolve technical issues, including installation/configuration, field use, and advanced troubleshooting. Collect logs and other necessary information, and escalate issues to engineering as required.
Salesforce Administration: Maintain accurate records of cases and customer contact information using Salesforce CRM. Contribute to additional administration tasks, such as FAQs, documentation, and knowledge articles.
Product Feedback: Perform testing and provide feedback to engineering, operations, and product management regarding product problems, enhancements, and customer requirements for new product features.
Meetings & Documentation: Attend product team meetings to represent the customer and regional technical support. Assist with the creation and maintenance of technical support procedures.

🎓 Skills & Qualifications

Education: Bachelor's degree in a technical subject or equivalent experience.

Experience: 5-10 years of experience in technical service and product support, preferably in software or access control field, with at least 2-5 years in technical support.

Required Skills:

Strong analytical, problem-solving, and decision-making skills
Excellent communication skills in English, Spanish, and Portuguese
Proficiency in client and server operating systems (Windows 7, 8, 10, Server 2012 or newer, Linux)
Knowledge of cloud computing environments and mobile devices
Experience with SQL Server and networking devices
Familiarity with contact smart cards and CA usage
Experience with Salesforce or a ticketing system

Preferred Skills:

Knowledge of virtualization and use of VM Ware
Experience with contact smart cards and the associated CA usage

📝 Enhancement Note: The ideal candidate will have a strong technical background in software or access control, with a focus on HID products and physical access control systems. They should also possess excellent communication skills and the ability to work both independently and as part of a team.

📊 Web Portfolio & Project Requirements (Not Applicable)

💵 Compensation & Benefits

Salary Range: Not specified. Research suggests that Technical Support Engineers in Brazil earn between BRL 6,000 and BRL 12,000 per month, depending on experience and skills. This role may fall within that range.

Benefits: Not specified. Benefits may include health insurance, retirement plans, and other employee perks.

Working Hours: 40 hours per week, with potential for minimal travel and fieldwork, including international travel.

📝 Enhancement Note: The salary range and benefits for this role have not been explicitly stated. However, based on industry standards and regional salary data, the estimated salary range has been provided.

🎯 Team & Company Context

🏢 Company Culture

Industry: ASSA ABLOY is a global leader in access solutions, focusing on doors and security. This role is part of the HID Global division, specializing in secure identity solutions.

Company Size: ASSA ABLOY has over 63,000 employees worldwide, providing a large and diverse work environment for the Technical Support Engineer II.

Founded: ASSA ABLOY was founded in 1994, with HID Global being acquired in 2014.

Team Structure: The Technical Support team works closely with various internal teams, such as engineering, operations, and product management, as well as external customers, partners, and end-users. The team is responsible for supporting HID products and maintaining customer satisfaction.

Development Methodology: The team follows a structured approach to case management, using Salesforce CRM to track tasks and follow up on tickets. They also collaborate with internal teams to provide product feedback and contribute to technical support procedures.

Company Website: https://www.assaabloy.com/

📝 Enhancement Note: ASSA ABLOY is a large, global company with a diverse range of products and services. The Technical Support Engineer II role is part of the HID Global division, focusing on secure identity solutions.

📈 Career & Growth Analysis

Web Technology Career Level: This role is at the intermediate to senior level, requiring a strong technical background in software or access control, with a focus on HID products and physical access control systems.

Reporting Structure: The Technical Support Engineer II reports directly to the Regional Technical Support Manager and works closely with various internal teams and external customers.

Technical Impact: This role has a direct impact on customer satisfaction and the overall success of HID products. The Technical Support Engineer II is responsible for resolving customer issues, providing product feedback, and maintaining accurate case records in Salesforce CRM.

Growth Opportunities:

Technical Growth: Develop expertise in HID products and physical access control systems, with opportunities to contribute to technical support procedures and provide product feedback to engineering.
Leadership Growth: Demonstrate strong performance and leadership skills to progress to a Senior Technical Support Engineer or similar role.
Career Transition: Gain valuable experience in technical support and customer service, which can be applied to other roles within ASSA ABLOY or the broader access solutions industry.

📝 Enhancement Note: The Technical Support Engineer II role offers opportunities for technical growth and leadership development within ASSA ABLOY. Strong performance in this role can also lead to career transitions within the access solutions industry.

🌐 Work Environment

Office Type: ASSA ABLOY has multiple office locations worldwide, with this role based in São Paulo, Brazil. The office environment is likely to be collaborative and dynamic, with a focus on customer support and technical excellence.

Office Location(s): São Paulo, Brazil

Workspace Context:

Collaborative Environment: The Technical Support Engineer II works closely with various internal teams and external customers, requiring strong communication and collaboration skills.
Technical Tools: The role requires proficiency in client and server operating systems, cloud computing environments, and Salesforce CRM. Familiarity with SQL Server, networking devices, and virtualization is also beneficial.
Work Schedule: The role requires a standard 40-hour workweek, with potential for minimal travel and fieldwork, including international travel.

Work Schedule: The role requires a standard 40-hour workweek, with potential for minimal travel and fieldwork, including international travel.

📝 Enhancement Note: The Technical Support Engineer II role is based in São Paulo, Brazil, and requires strong communication and collaboration skills. The role also offers opportunities for minimal travel and fieldwork, including international travel.

📄 Application & Technical Interview Process

Interview Process:

Phone/Screen: A brief phone or video call to assess communication skills and basic technical knowledge.
Technical Assessment: A hands-on technical assessment, focusing on troubleshooting and problem-solving skills, as well as product knowledge.
Behavioral Questions: Questions to evaluate communication, teamwork, and customer service skills.
Final Interview: A final interview with the hiring manager or a panel of interviewers to discuss the candidate's fit for the role and the company.

Portfolio Review Tips: Not Applicable

Technical Challenge Preparation:

Brush up on technical skills, including client and server operating systems, cloud computing environments, and Salesforce CRM.
Familiarize yourself with HID products and physical access control systems, focusing on the product offerings relevant to this role.
Prepare for troubleshooting and problem-solving scenarios, demonstrating your ability to diagnose and resolve technical issues.

ATS Keywords: Technical Support, Problem Solving, Customer Satisfaction, Salesforce, Cloud Computing, Access Control Systems, SQL Server, Networking Devices, Virtualization, Mobile Devices, Installation, Configuration, Troubleshooting, Communication, Planning, Organization.

📝 Enhancement Note: The Technical Support Engineer II role requires strong technical skills and the ability to work closely with various internal teams and external customers. The interview process focuses on assessing these skills, as well as communication and teamwork abilities.

🛠 Technology Stack & Web Infrastructure

Product Knowledge:

HID PACS Cloud Services (including Mobile Access, Reader Manager)
pivCLASS Solution (cards, readers, software)
Finished wall readers and credential technologies (HID/Indala Prox, iCLASS, Seos, MIFARE, PIV, magstripe)
EDGE EVO Solo, Fargo branded printer, AsureID products (as it pertains to utilizing the encoders)
HID OEM Controllers (VertX, Aero, Mercury)
Competitive products and market offerings

Technical Tools:

Client and server operating systems (Windows 7, 8, 10, Server 2012 or newer, Linux)
Cloud computing environments
Salesforce CRM
SQL Server
Networking devices (hubs/routers/modems/switches)
Virtualization (VM Ware)
Mobile Devices (Application and BLE)

📝 Enhancement Note: The Technical Support Engineer II role requires a strong technical background in software or access control, with a focus on HID products and physical access control systems. The role also requires proficiency in various technical tools and platforms.

👥 Team Culture & Values

Web Development Values:

Customer Focus: Prioritize customer satisfaction and resolve technical issues efficiently and effectively.
Technical Expertise: Maintain a deep understanding of HID products and physical access control systems, staying up-to-date with new technologies and best practices.
Collaboration: Work closely with various internal teams and external customers, fostering a collaborative and supportive work environment.
Continuous Learning: Stay curious and open to new ideas, continuously improving technical skills and knowledge.

Collaboration Style:

Cross-Functional Integration: Work closely with various internal teams, including engineering, operations, and product management, to provide product feedback and maintain accurate case records in Salesforce CRM.
Code Review Culture: Contribute to the creation and maintenance of technical support procedures, ensuring accuracy and consistency.
Knowledge Sharing: Share technical knowledge and best practices with team members and external customers, fostering a culture of continuous learning and improvement.

📝 Enhancement Note: The Technical Support Engineer II role requires strong communication and collaboration skills, as well as a deep understanding of HID products and physical access control systems. The role also emphasizes customer focus and continuous learning.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Product Knowledge: Stay up-to-date with the latest HID products and physical access control systems, as well as competitive products and market offerings.
Troubleshooting: Diagnose and resolve complex technical issues, often working remotely with customers and partners.
Customer Expectations: Manage customer expectations and provide clear, concise, and accurate solutions, even under pressure.
Time Management: Balance multiple cases and priorities, ensuring efficient and effective resolution within internal service level agreement targets.

Learning & Development Opportunities:

Technical Specialization: Develop expertise in specific HID products or technical areas, becoming a go-to resource for customers and team members.
Leadership Development: Demonstrate strong performance and leadership skills, taking on more complex cases and mentoring junior team members.
Career Transition: Gain valuable experience in technical support and customer service, which can be applied to other roles within ASSA ABLOY or the broader access solutions industry.

📝 Enhancement Note: The Technical Support Engineer II role offers opportunities for technical growth and leadership development within ASSA ABLOY. Strong performance in this role can also lead to career transitions within the access solutions industry.

💡 Interview Preparation

Technical Questions:

Product Knowledge: Describe the key features and benefits of HID PACS Cloud Services, pivCLASS Solution, and other relevant products. Explain how these products address customer needs and use cases.
Troubleshooting: Walk through a complex technical issue you've resolved, explaining your diagnostic process, the steps you took to resolve the issue, and the outcome.
Customer Service: Describe a challenging customer interaction and how you handled it, focusing on communication, problem-solving, and customer satisfaction.

Company & Culture Questions:

Company Culture: Explain what you understand about ASSA ABLOY's company culture and how your values align with the organization.
Team Dynamics: Describe your experience working in a collaborative, cross-functional team environment, and how you've contributed to a positive team culture.
Customer Focus: Explain how you've gone above and beyond to meet customer needs in a previous role, and how you would apply that mindset to this role at ASSA ABLOY.

Portfolio Presentation Strategy: Not Applicable

📝 Enhancement Note: The Technical Support Engineer II role requires strong technical skills and the ability to work closely with various internal teams and external customers. The interview process focuses on assessing these skills, as well as communication and teamwork abilities.

📌 Application Steps

To apply for this Technical Support Engineer II position:

Submit your application through the application link provided.
Prepare for the phone or video screen, focusing on communication skills and basic technical knowledge.
Brush up on your technical skills, including client and server operating systems, cloud computing environments, and Salesforce CRM.
Familiarize yourself with HID products and physical access control systems, focusing on the product offerings relevant to this role.
Prepare for troubleshooting and problem-solving scenarios, demonstrating your ability to diagnose and resolve technical issues.
Research ASSA ABLOY and the HID Global division, understanding the company culture and values.
Prepare for behavioral questions, focusing on communication, teamwork, and customer service skills.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Engineer II