Field Technical Expert, PACS (HID2171)

Austin, TX North AmericaUSAustin, TX
HID Global
Job Type: 
Functional Area: 
R&D Engineering
Job Level: 
Mid-Senior Level

Job ID: HID2171

#Securing your Future!

We are a growing multinational technical security company based in Austin that offers its employees a fun work environment, flexibility, and career opportunity.

The Field Technical Expert is our specialist around field commissioning and use of the PACS offering for our partners/ end users. They confirm and solve malfunctions and complaints in terms of hardware, firmware, software and process technical parameters. You visit customer site usually with the partner. If you are not on-site, you support our existing installed base more complex cases on their issues, migration paths and interact with technical support, quality, engineering and product managers. As a Field technical expert, you advise clients on the effective deployment of upgrades and operations. You identify and report problems and findings for improvement to the product teams. In terms of administration, you prepare field reports and ensure case logging, documentation and escalation.

Employment as a Field Service Engineer starts with an internal on the job training. Not to forget, you are the ambassador of HID PACS at the customer site and to our partners!


What you will be doing

  • Resolves assigned issues (either escalated from Technical Support or Project Managers), on-site and/or remotely.
  • Acquire and maintain expertise knowledge of our PACS architectures and solutions, tools and technical support procedures in order to provide accurate solutions to customers.
  • Advanced knowledge for the above includes the ability to answer Pre-Sales, Installation, and advanced troubleshooting questions that would include attempting to reproduce the issue with a duplication of the customer environment. Troubleshooting includes download and installation of drivers and software, collecting logs and other items as necessary, wiring, configuration issues/errors, configuration cards, reader operation, card questions/issues, and escalation of issues to engineering as necessary to resolve or identify viable work around to customer issues.
  • Promote accurate features, benefits, value, and proper use of products when helping customers, providing a positive solution to customer problems and guidance to help the customer select the right HID product to solve their business need.
  • Performs testing and provides feedback to engineering, operations and product management regarding product problems, enhancements, and customer requirements for new product features as requested. Write and Document testing and feedback in reports (for customers) or for limited audiences (technical bulletins)
  • Assist Technical & Development Support Engineers and Project managers with issues and escalations as necessary.
  • Assist with creation and maintenance of technical & field support procedures.
  • Might perform on-site training of partners or end-users
  • Attend relevant product team meetings to represent the field experience and the partners voice (product issue triage, service pack planning, and new product planning)
  • Perform root cause analysis of issues, identify and follow up on identified corrective and preventive actions with the support of the product owners. Perform all duties in a safe approach and ensure compliance with local laws and regulations

What we are looking for

  • BA/BS degree in a technical subject, and/or 5-10 years of experience within access control field.
  • Must possess a minimum of seven years of experience in technical service and product support, preferably in access control field.
  • Must have excellent interpersonal/communication skills.
  • Critical thinking and problem solving skills.
  • An understanding of physical access control systems and architecture to include an understanding of what products HID and/or our Partners offer in each market and competitive products that HID does not sell or offer.
  • An understanding or experience of working with System Integration, Installation or OEM companies.
  • A working understanding of wired physical layer standards including IEEE 802.3  and RS-485.

Why Should You Apply?

  • Excellent terms and conditions
  • Flexibility
  • On-the-job training and development
  • Work as part of a global team


HID Global is an Equal Opportunity Employer/Minorities/Female/Disabled/Veteran


HID Global powers the trusted identities of the world's people, places and things. Every day millions of people in more than 100 countries use our products and services to securely access physical and digital places. Over 2 billion things that need to be identified, verified and tracked are connected through HID Global’s technology. We make it possible for people to transact safely, work productively and travel freely. We work with governments, universities, hospitals, financial institutions and some of the most innovative companies on the planet—helping them to create trusting and trusted physical and digital environments so that they and the people who use them can fulfill their potential. Headquartered in Austin, Texas, HID Global has over 4,000 employees worldwide and operates international offices that support more than 100 countries. HID Global® is an ASSA ABLOY Group brand. For more information, visit