Senior Development Support Engineer

Job description

An Amazing Career Opportunity for a Senior Development Support Engineer!! Location: Cypress, California Job ID: 50401 The Senior Development Support Engineer serves as a technical resource for Mercury/HID OEM partners by providing advanced development and product support. This role works closely with development teams, partner technical support organizations, and customers to diagnose complex issues, facilitate successful integrations, and improve the overall customer experience. The position requires strong troubleshooting skills across hardware, software, networking, and API technologies. The engineer also contributes to continuous improvement initiatives and supports product adoption through technical guidance, demonstrations, and workshops. 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: and Physical Access Control Solutions (PACS): HID Physical Access Control Solutions (PACS) is at the forefront of securing spaces with advanced, reliable access control solutions. From cutting-edge readers, credentials and controllers, to mobile and biometric technologies, HID PACS empowers organizations worldwide to protect their people, property and assets with scalable, high-quality solutions. This is more than just a job – it’s your chance to join an industry leader to drive innovation in access control and make a real impact on global security solutions. Are you ready to make a difference? Join us and help shape the future of security. As our Senior Development Support Engineer, you’ll support HID’s success by: Providing second-level support for technical inquiries related to Mercury and HID products . Assisting developers with integration and implementation of APIs and related technologies. Troubleshooting hardware, software, networking, and serial communication issues. Replicating customer-reported issues to identify root causes and support resolution efforts. Logging and documenting defects accurately for engineering review and corrective action. Interfacing directly with partners and customers to understand technical requirements and challenges. Collaborating with engineering and quality teams to resolve product and integration issues. Educating partners on best practices for deployment, implementation, and integration. Participating in planning events, workshops, technical training sessions, and product demonstrations. Driving and supporting continuous improvement initiatives across support and engineering functions. Building and maintaining strong working relationships with customers, partners, and internal stakeholders. Contributing technical expertise to product enhancement discussions and support processes. Assisting in knowledge-sharing activities and development of technical documentation. Your Experience and Background include: Bachelor’s degree in Computer Science, Computer Engineering, or a related technical field, or an equivalent combination of education and experience. Ability to work effectively with remote teams and individuals across multiple time zones and countries. Programming experience with C/C++, C#, and/or Rust. Experience with web technologies and protocols including HTTP, HTML, RESTful APIs, JSON, XML, and MQTT. Experience deploying and supporting applications in Linux and Windows environments. Strong understanding of TCP/IP networking concepts, including TCP, UDP, and HTTPS protocols. Experience using diagnostic and troubleshooting tools such as Wireshark, Postman, and curl. Knowledge of serial communication protocols such as RS-232 and RS-485. Understanding of SSL/TLS digital certificates. Strong verbal and written English communication skills. Ability to create technical documentation, procedures, specifications, and presentations. Proficiency with Microsoft Office applications including Word, Excel, and PowerPoint. Familiarity with Windows and Linux operating systems. Experience with physical access control products and solutions is preferred. Experience working with Mercury controllers and HID technologies is preferred. Experience using Jira for issue tracking and project collaboration is preferred. Prior experience in a customer-facing technical support or development support role is preferred. Knowledge of security systems integration and deployment best practices is preferred. 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. The wage range for this role considers a broad scope of factors that are considered when making compensation decisions, including but not limited to: skill sets, experience and training, licensure and certifications, and other business and organizational needs. The disclosed range does not account for geographic differentials based on the location where the position may be filled. At HID, it is uncommon for individuals to be hired at or near the top of the range. Final compensation decisions depend on the specific facts and circumstances of each case. The base salary for CA is $91,000 to $110,000. 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 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 . 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. Our Talent Acquisition team may use an AI-powered screening tool to support their initial review of your application. The tool analyzes resume content such as qualifications, skills, and experience to help recruiters assess applications against role requirements. It does not score, rank, filter, or make any decisions about your application. All hiring decisions are made by people following their own review of your full application. Information processed by the tool is deleted once the recruiter's review is complete. If you believe the tool has not accurately represented your application, you can request direct human review by contacting with the subject line "Application Review Request" and the role you applied for. 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