Strategic Customer Technical Support Director

ASSA ABLOY Opening Solutions

. Providing direct support to priority customers and partners using HID PACS products, solutions, and tools .

Posted 5/20/2026full-timeDenver • California, Colorado, Florida, Minnesota, Texas • 🇺🇸 United StatesLead💰 $150,000 - $180,000 per yearWebsite

Tech Stack

Tools & technologies

SQLVMware

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical serviceproduct supportHID PACS technologiesSLAs managementescalation governanceoperational processesnetworkingvirtualizationSQL Servermobile applications

Soft Skills

leadershipcross-functional collaborationcommunicationcritical thinkingproblem-solvingmentoringcoachingcustomer-centric culturerelationship buildinginfluencing