Strategic Customer Technical Support Director

Denver, Colorado (Preferred) - Also open to Austin, Texas; Cypress, California; Fort Lauderdale, Florida; Eden Prairie, Minnesota Job ID: 48148 The Strategic Customer Technical Support Director is responsible for delivering outstanding customer experience for HID’s priority customers and partners by providing expert support across PACS products, solutions, and tools. This role requires deep technical knowledge of the HID portfolio, strong communication skills, and the ability to manage complex customer environments. The position drives supportability across the product lifecycle while strengthening technical capabilities within support teams. Working cross-functionally with Pre-Sales, Product Management, Engineering, and Sales, this leader ensures alignment with global strategies and fosters a culture focused on customer success. The role also acts as a senior escalation point and strategic partner for critical customer situations. 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 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 Strategic Customer Technical Support Director, you’ll support HID’s success by: Providing direct support to priority customers and partners using HID PACS products, solutions, and tools. Acting as a senior escalation point for complex technical and non-technical customer issues. Ensuring SLAs are defined, met, and continuously improved. Delivering proactive communication and guidance to customers to ensure successful outcomes. Representing HID in critical customer situations, including those outside the formal strategic portfolio. Partnering with Sales and Pre-Sales on customer needs, opportunities, and account growth. Providing structured feedback to Product Management and Engineering on product performance and enhancements. Participating in product lifecycle activities including triage, service pack planning, and new product development. Driving product supportability requirements and ensuring successful support readiness at launch. Establishing governance models for escalations and operational performance. Monitoring and communicating updates, status, and resolution progress to stakeholders. Building strong, trust-based relationships with priority customers, ensuring high satisfaction and loyalty. Defining and implementing effective ways of working with strategic customers. Collaborating cross-functionally (Sales, Pre-Sales, Engineering, Product Management) to align priorities. Influencing product roadmaps through customer insights and supportability requirements. Strengthening technical capabilities of support teams through coaching, knowledge sharing, and hands-on engagement. Developing scalable support processes, tools, and best practices. Ensuring technical support teams are prepared for new products and evolving customer needs. Driving continuous improvement across support operations using KPIs and data-driven insights. Championing a customer-centric culture across HID Global. Your Experience and Background include: 10+ years of experience in technical service and product support. Bachelor’s degree required. (preferred in a technical discipline). Proven leadership experience in technical support for complex software/hardware solutions. Strong knowledge of HID PACS technologies and ability to handle advanced technical discussions. Demonstrated experience managing strategic or priority customers and escalations. Strong cross-functional collaboration experience in a global, matrixed organization. Proven ability to manage SLAs, escalation governance, and operational processes. Experience developing technical capabilities within teams through mentoring and coaching. Strong communication skills with the ability to engage executive-level stakeholders. Critical thinking and advanced problem-solving skills. 15–20 years of experience in the physical access control industry is preferred. Experience working with large enterprise or high-priority global customers is preferred. Familiarity with Salesforce or other CRM systems is preferred. Knowledge of networking, virtualization (VMware), SQL Server, and mobile applications is preferred. Experience with Cisco Webex and automated phone systems is preferred. Multilingual capabilities 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. 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 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 in the United States is $150,000 to $180,000. 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 [email protected] . Please be aware that our recruitment process may include the use of AI-powered tools to assist in screening applicant resumes. These tools help us efficiently identify candidates whose qualifications and skills align with the job description. We use AI in a responsible manner and in accordance with applicable data privacy laws and regulations. Importantly, all applicants are reviewed by our Talent Acquisition team. AI is used to support, not replace, human judgment in the evaluation process. 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