Technical Support Engineer

An Amazing Career Opportunity for a Technical Support Engineer !!

Location: Cardiff, UK

Job ID: 51408

The Technical Support Technician provides responsive, high-quality technical support for a multi-brand portfolio of plastic card printing and personalization solutions across the EMEA region.

This role supports distributors, service partners, resellers, and end users by troubleshooting hardware, software, connectivity, media, and encoding-related issues.

The position works closely with Technical Support, Engineering, Quality, and Product teams to resolve customer issues and improve product performance.

The Technical Support Technician contributes to customer satisfaction through timely issue resolution, accurate technical documentation, and effective communication. This role plays a key part in maintaining service excellence and supporting the continued success of HID’s card personalization business.

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: 

• Must be able to diagnose, troubleshoot, and resolve hardware, software, connectivity, media, and encoding-related issues on supported products.
• Must be able to manage technical support cases from initial intake through resolution, including providing timely updates and appropriate escalation when required.
• Responsible for delivering professional technical assistance through phone, email, chat, remote support sessions, and occasional on-site interventions.
• Responsible for documenting technical findings, defect symptoms, troubleshooting activities, and resolution details accurately and completely.
• Must be able to create and maintain technical support documentation, knowledge articles, troubleshooting guides, and service information.
• Supports distributors, service partners, resellers, and end users by providing effective technical guidance and problem resolution.
• Drives continuous improvement by identifying trends, recurring issues, root causes, and opportunities to enhance products and support processes.
• Supports Engineering, Quality, and Product teams by providing detailed feedback from field incidents and customer-reported issues.
• Assists with warranty, repair, product return, and service-related activities in accordance with established processes and policies.
• Maintains a positive customer experience while balancing technical quality, response priorities, and business needs.

Education/ or Experience

• Technical qualification in Information Technology, Electronics, Electromechanics, Maintenance, or a related discipline, or equivalent practical experience.
• Experience in technical support, field service, repair, or product support environments.
• Practical understanding of electromechanical equipment, electronics, and structured fault diagnosis techniques.
• Knowledge of client operating systems, device drivers, software installation, system logs, and standard office productivity tools.
• Working knowledge of IP networking and peripheral connectivity.
• Professional English communication skills, both written and verbal.
• Ability to explain complex technical concepts clearly to users with varying levels of technical expertise.
• Ability to create concise, accurate, and reusable technical documentation.
• Experience supporting printing, identification, personalization, or electromechanical equipment.
• Experience supporting distributors, service partners, or professional end users.
• Fluency in French or another language relevant to the supported region.

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. You'll have opportunities to share insights and contribute forward-thinking ideas that shape future outcomes. 
• 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.

HID does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. We are not responsible for any fees related to unsolicited resumes.

HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer, we consider all qualified applicants without regard to race, color, religion, sex, 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. 

HID may use AI-assisted technology to support our Talent Acquisition team in reviewing applications by identifying job-related qualifications, skills, and experience. AI is used as a support tool only and does not make hiring decisions. All applications are reviewed by a member of our Talent Acquisition team before any selection decision is made. 

If you require assistance or accommodation during the application process or have questions about HID's use of AI in the recruitment process, please contact [email protected]. 

Immigration Sponsorship Not Available

• Applicants for this position must be currently and legally authorized to reside and work in the hiring country.
• HID Global will not offer immigration sponsorship or assume sponsorship of an employment visa for this position.
• International relocation or remote work arrangements outside of the hiring country will not be considered.

We make it easier for people to get where they want to go!
On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something.  HID technology is behind billions of interactions, in more than 100 countries.  We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.   
When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 63,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

 #LI-HIDGlobal