The Technical Support Engineer is responsible for installing, configuring, maintaining, and supporting critical security and card personalization systems at customer sites. This role includes hands-on hardware activities, system configuration, troubleshooting, and providing ongoing technical support to ensure smooth operations and customer satisfaction.

Key Responsibilities

Host Security Module (HSM) Installation & Support

• Install, configure, maintain, and support Host Security Modules (HSM) according to application and customer requirements.
• Perform physical tasks such as rack mounting, cabling, and relocation of HSM equipment.
• Conduct user and operator training for customers.
• Perform key migration and assist with HSM software/firmware upgrades.
• Provide proactive and preventive maintenance.
• Deliver on-site or remote technical support as required.

Card Personalization System Installation & Support

• Install and configure servers for the card personalization system.
• Configure operating systems and environment settings based on system requirements.
• Collaborate with application developers during system setup.
• Learn and understand the application workflow through developers during installation stages.
• Provide timely and accurate support to customers.
• Perform on-site or remote troubleshooting and proactive maintenance.
• Manage application license updates as needed.

Technical Support & Troubleshooting

• Take ownership of customer-reported issues and drive them through to successful resolution.
• Research, diagnose, and troubleshoot both hardware and software issues.
• Guide clients through structured troubleshooting steps via phone, email, or chat.
• Provide prompt and precise technical feedback to customers.
• Ensure proper logging, documentation, and closure of all issues.

Application Monitoring & Maintenance

• Analyze application functionality and recommend improvements.
• Ensure effective front-end and back-end performance and functionality.
• Identify root causes of application errors and escalate critical issues to the application owner when necessary.
• Maintain records of configuration changes and schedule updates or patches.
• Document processes, maintain system records, and monitor performance metrics.

Compliance & Service Level Management

• Adhere to established SLAs, ensuring response and resolution times align with severity levels.
• Maintain high standards of professionalism and customer satisfaction.

• BS degree in Information Technology, Computer Science or relevant field.
• Experience in hardware systems, HSM, server OS configuration, Card Personalization or application support is an advantage.
• Strong problem-solving skills and ability to work independently or in a team.
• Good communication skills and customer-oriented mindset.
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.
• Good understanding of computer systems and other tech products
• Ability to provide step-by-step technical help, both written and verbal.
• Willing to travel.
• Ability to work independently, and with team too.
• Proficient in English speaking and writing.