Technical Support Engineer, Access Technologies

Job description

The ASSA ABLOY Group is the global leader in access solutions. Every day, we help billions of people experience a more open world. ASSA ABLOY Global Solutions is dedicated to reimagining how people move through their world. Our expertise in customer journey mapping, innovation and service design leads to the invention of new security solutions that create value for our clients and exceptional experiences for end users. ALCEA/Critical Infrastructure within ASSA ABLOY Global Solutions is launching its ALWIN platform in the USA. We are looking for a Technical Support Engineer, ALWIN to provide post-sales technical support for ALWIN installations, working directly with integrators and end users to commission, program, and troubleshoot the platform in the field. This role reports into the Customer Service and Technical team. Some business travel is required. Essential Duties and Responsibilities: Provide post-sales technical support for ALWIN deployments, including troubleshooting hardware, software, and integration issues Diagnose and resolve low-voltage system issues (access control panels, readers, locks, wiring, power supplies) both in the field and remotely Support integrators and end users through commissioning, configuration, and system programming of ALWIN Write and troubleshoot configuration logic, API integrations, and system programming related to ALWIN and connected subsystems Perform root-cause analysis on recurring issues and escalate and document defects to product and engineering teams Deliver technical training to integrators and customers on installation, programming, and maintenance best practices Support site surveys, commissioning plans, and go-live readiness for new ALWIN installations Maintain technical documentation, knowledge base articles, and troubleshooting guides Travel to customer and integrator sites as needed to resolve escalated issues Skills Requirements and Performance Criteria: Background as a low-voltage / Access Control systems technician (access control, CCTV, intrusion, or related) required Working knowledge of programming or scripting (e.g., basic scripting languages, SQL, or system configuration languages) and ability to apply it to troubleshooting Strong critical thinking and a structured, methodical approach to technical problem-solving Understanding of networking fundamentals (IP, VLANs, firewalls) as they relate to security system integration Experience with PSIM, access control, or physical security platforms preferred; ALWIN experience a plus Comfortable reading wiring diagrams, low-voltage schematics, and system architecture documents Excellent communication skills; able to explain technical issues clearly to both technical and non-technical audiences Self-motivated and able to manage a demanding support workload independently Willingness to travel to customer and integrator sites as needed Fluent in English, both written and spoken; any other language is an asset #LI-EA1 We are the ASSA ABLOY Group Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access. As an employer, we value results – not titles, or backgrounds. 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.