Solutions Support Engineer

Creating Peace of Mind by Pioneering Safety and Security

At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 30 brands, 12,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Additionally, in 2024 we were awarded the Gallup Exceptional Workplace Award, which recognizes the most engaged workplace cultures in the world.

Solutions Support Engineer-Carmel-IN-Parsippany, NJ-Colorado Springs-CO-(Hybrid)

(Candidate will be required to commute to a lab on a weekly basis for work requirements as needed)

Job Summary:

Allegion is looking for a passionate Solutions Support Engineer to work as part of a highly engaged small team within a global organization of 12,000+ employees, representing 30+ brands (including Schlage, Von Duprin and LCN) focused on safety, security and access management.  You’ll work on solutions that will enable seamless access and help keep you and your loved ones safe and secure where they work, live and thrive.

What You Will Do:

• Become a technical subject matter expert in the Allegion’s Commercial Electronics (ex: NDE/LE Locks) and Software Products (ex: Zentra)

• Triage and identify root cause of Customer Issues for Allegion’s Commercial Products as Tier 2 and escalate as necessary to resolve or identify viable work around.

• Provide guidance to partners and technical support as needed to resolve customer issues.

• Provide partner feedback and suggestions to Product Management and Engineering.

• Contribute to regular quality meetings between the support, product management and engineering teams.

• Assist the Electronics and Solutions Support team with identifying/obtaining the tools and solutions they need to be successful. Partner with the engineering and product teams on the needs and recommendations for these tools.

• Work closely with Product and Engineering teams to define fixes and timelines  

• Be the Customer and Support advocate to internal teams, at times, interacting directly with customers

• Assist in documenting/reviewing troubleshooting steps, FAQs, and best practices  

• Review and support required design documentation, including functional block diagrams, system architecture drawings, and instructions for interfacing and working with our electronics products.

• Work in a highly collaborative, hybrid work environment.

What You Need to Succeed:

• Demonstrated systems engineering fundamental skills, including design by requirements, requirement traceability, requirement verification and validation.

• Sound structured problem-solving and critical thinking skills.

• BS degree or higher in Systems, Electrical, Mechanical, Computer Engineering or related field from an ABET accredited university and 2-3 years of experience required

• Ability to travel up to 10%

• Strong collaboration skills and demonstrated ability to lead effectively across internal (within Allegion) and external (customers) teams.

• Ability to communicate effectively at all levels, both written and verbal.

• Ability to lead troubleshooting and problem resolution in front of customers.

• Excellent time management skills and ability to work independently.

•  Working knowledge of the following:

  • Networking (IP, WLAN, VLAN, etc.) operation, connectivity, and troubleshooting (Wireshark)

  • Cloud Computing environment (SaaS)

  • RESTful Client/Server architecture

  • RS485 (RSI/OSDP knowledge a plus)

  • HTTP & HTTPS Commands and Responses

  • Encryption (TLS, AES, etc)

  • Certificates

  • API’s and common development languages/structures (JSON, Java, Python, etc)

  • Mobile Application Development (Android and iOS)

  • NFC & BLE (including GATT)

• General knowledge of the following would be a plus:

  • Electronic access control (software, controllers, readers, and credentials)

  • Electromechanical locks (stand alone and connected)

  • Dynamics365 CRM and/or ZenDesk

We Celebrate Who We Are! 

Allegion is committed to building and maintaining a diverse and inclusive workplace.  Together, we embrace all differences and similarities among colleagues, as well as the differences and similarities within the relationships that we foster with customers, suppliers and the communities where we live and work. Whatever your background, experience, race, color, national origin, religion, age, gender, gender identity, disability status, sexual orientation, protected veteran status, or any other characteristic protected by law, we will make sure that you have every opportunity to impress us in your application and the opportunity to give your best at work, not because we’re required to, but because it’s the right thing to do.   We are also committed to providing accommodations for persons with disabilities. If for any reason you cannot apply through our career site and require an accommodation or assistance, please contact our Talent Acquisition Team.

© Allegion plc, 2023 | Block D, Iveagh Court, Harcourt Road, Dublin 2, Co. Dublin, Ireland

REGISTERED IN IRELAND WITH LIMITED LIABILITY REGISTERED NUMBER 527370

Allegion is an equal opportunity and affirmative action employer

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