Solutions Support Engineer

About the position

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.

Responsibilities

• Become a technical subject matter expert in Allegion's Commercial Electronics and Software Products.
• Triage and identify root cause of Customer Issues for Allegion's Commercial Products as Tier 2 and escalate as necessary.
• 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.
• 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.

Requirements

• 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 and external 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 Networking (IP, WLAN, VLAN, etc.) operation, connectivity, and troubleshooting (Wireshark).
• Working knowledge of Cloud Computing environment (SaaS).
• Working knowledge of RESTful Client/Server architecture.
• Working knowledge of RS485 (RSI/OSDP knowledge a plus).
• Working knowledge of HTTP & HTTPS Commands and Responses.
• Working knowledge of Encryption (TLS, AES, etc).
• Working knowledge of Certificates.
• Working knowledge of API's and common development languages/structures (JSON, Java, Python, etc).
• Working knowledge of Mobile Application Development (Android and iOS).
• Working knowledge of NFC & BLE (including GATT).

Nice-to-haves

• General knowledge of Electronic access control (software, controllers, readers, and credentials).
• General knowledge of Electromechanical locks (stand alone and connected).
• General knowledge of Dynamics365 CRM and/or ZenDesk.

Benefits

• Health, dental and vision insurance coverage.
• Unlimited Paid Time Off.
• 401K plan with a 6% company match and no vesting period.
• Health Savings Accounts for healthcare expenses.
• Flexible Spending Accounts for healthcare and/or dependent daycare expenses.
• Disability Insurance - Short-Term and Long-Term coverage.
• Life Insurance - Term life coverage with the option to purchase supplemental coverage.
• Tuition Reimbursement.
• Voluntary Wellness Program with rewards.
• Employee Discounts through Perks at Work.
• Community involvement and opportunities to give back.
• Opportunities to leverage unique strengths through CliftonStrengths assessment & coaching.