Technical Support Engineer (Secure Card Issuance)

Location: Cardiff, UK. Applicants must be currently and legally authorized to reside and work in the UK. International relocation and remote work outside the UK are not available.

Company

hirify.global develops secure identity, access, card issuance, hardware, software, and services as part of the ASSA ABLOY Group.

What you will do

• Diagnose and resolve hardware, software, connectivity, media, and encoding issues affecting card printing and personalization products.
• Manage technical support cases from intake through resolution, including updates, escalation, and remote support sessions.
• Provide technical assistance to distributors, service partners, resellers, and end users by phone, email, chat, and occasional on-site interventions.
• Document symptoms, troubleshooting activities, findings, resolutions, knowledge articles, and service information.
• Identify recurring issues and root causes, and recommend improvements to products and support processes.
• Collaborate with Engineering, Quality, Product, warranty, repair, return, and service teams.

Requirements

• Technical qualification in information technology, electronics, electromechanics, maintenance, or a related discipline, or equivalent practical experience.
• Experience in technical support, field service, repair, product support, printing, identification, personalization, or electromechanical equipment.
• Practical knowledge of electromechanical equipment, electronics, structured fault diagnosis, client operating systems, device drivers, software installation, and system logs.
• Working knowledge of IP networking and peripheral connectivity.
• Professional English communication skills and the ability to explain complex technical concepts clearly.
• Fluency in French or another language relevant to the supported region is required.

Culture & Benefits

• Competitive salary and rewards package.
• Benefits and annual leave supporting work-life balance.
• Inclusive and welcoming work environment within a global organization.
• Career development opportunities, training, and professional resources.
• Opportunities to contribute ideas and develop expertise in hardware, software, and services.