Technical Support Engineer

An Amazing Career Opportunity for a Technical Support Engineer!! 
Location: Eden Prairie, MN
Job ID: 38051

 
As a Technical Support Engineer at HID, you will provide expert-level support for a suite of identity and card printing solutions, including Fargo printers, Asure ID software, and Fargo Connect. Serve as a critical resource for HID’s sales teams, partners, and end-users—troubleshooting technical issues, guiding product selection, and ensuring seamless setup and usage. With a strong foundation in IT systems, smart card encoding, and customer service, helping bridge the gap between technical complexity and customer success. An ideal candidate combines deep product knowledge, problem-solving, and communication to deliver a high-quality support experience that strengthens HID’s market presence. 

Who are we? 
HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely. 
We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo 
 
Secure Issuance (SI): 
Secure Issuance, part of HID Global, offers the world’s broadest and most sophisticated portfolio of card printers, laser engravers, encoders and software. For more than 25 years, organizations across a variety of industries — from enterprise corporations and government agencies to financial institutions and universities — have relied on HID Global Secure Issuance for the custom personalization and issuance of secure identity credentials and financial cards. With a history of pioneering patented technologies and expertise, business integrity and long-standing customer confidence, HID Global is a global leader in secure card issuance innovation. 

As our Technical Support Engineer, you’ll support HID’s success by: 
• Resolving assigned HID product questions &/or problems by telephone, e-mail, and/or remote sessions. 
• Acquiring and maintaining current knowledge of all assigned product offerings and technical support procedures in order to provide accurate solutions to customers. 
 Attain level 2 knowledge of HID Fargo brand Printers - including Direct to Card (DTC), High-Definition Printing (HDP) and Inkjet technologies.      

 Attain level 2 knowledge of HID Asure ID - card personalization software.     

Attain level 2 knowledge of HID Fargo Connect - centralized, integrated card issuance solution.     
Attain level 1 knowledge of Omnikey Encoders supported in Fargo brand printers. 
Attain level 1 knowledge of the different smart card encoding technologies supported with the Omnikey Encoders installed in Fargo brand printers. 
Attain level 1 knowledge of Magnetic stripe cards and encoding
•    Level 2 knowledge of the above includes the ability to answer Pre-Sales, installation, and troubleshooting questions that include attempting to replicate or reproduce the issue the customer is contacting support for. Troubleshooting includes product setup, installation of drivers, running test prints, collection of any logs or other data that may be necessary and escalation of issues to Level 3 Tech Support and/or engineering as necessary to resolve customer issues.
•    Promoting accurate features, benefits, value, and proper use of products when helping customers, providing a positive solution to customer problems, and providing proper guidance to help the customer select the right HID product to solve their business need.
•    Providing feedback to engineering, operations and product management regarding issues as requested.
•    Maintaining accurate records of customer contact information, summary of customer interactions and problem resolution utilizing Salesforce CRM. Additional administration of Salesforce CRM to include, but not limited to, trouble-tickets, FAQs, documentation, Knowledge Base Articles, and other content.
•    Advising the customer, sales team, and any potential customers regarding the resolution of technical or engineering issues that affect sales, installation, or utilization of any products and/or services provided by HID.
•    Assisting Level 1 Technical Support Engineers with issues and escalations as needed.

Your Experience and Background include:  

•  BA/BS degree in a technical subject, and/or 2 - 5 years of experience within ID Card Printing and/or Thermal Transfer Printing. 

•  Must possess a minimum of two years’ experience in technical service and product support, preferably with ID Card Printers. 

•  Must have excellent telephone/interpersonal/communication skills

•  Ability to communicate, effectively, in the English language verbally and in writing

• Basic understanding of Spanish or French Canadian is a plus.

• Ability to read and interpret technical journals, specifications, international technical standards, etc.
 

What we can offer you:
•    Competitive salary and rewards package
•    Competitive benefits and annual leave offering, allowing for work-life balance
•    A vibrant, welcoming & inclusive culture 
•    Extensive career development opportunities and resources to maximize your potential
•    To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds
 

Why apply?  
•    Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes. If you have most of the skills and experience, we want you to apply.
•    Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers. 
•    Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.

The base salary in the United States is $69,724-$74,464.  

HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer, we welcome applications from individuals of all backgrounds, experiences, and perspectives. We evaluate applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic. Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves, fostering an environment of mutual respect and inclusivity. If you have a disability and require assistance or accommodation to participate in the application process or to perform essential job functions, please contact accommodations-ext@hidglobal.com.