Technical support engineer

ASSA ABLOY Global Solutions is part of the ASSA ABLOY Group, who are the global leader in access solutions. Every day, we reimagine how people move through a safer, more open world with ease. If you’ve ever walked through an automatic door, stayed in a hotel, or gone through passport control, you’ve probably used one of our products or services. We have operations in over 70 countries, with over 52,000 colleagues around the world. Our expertise in customer journey mapping, innovation, and service design leads to the invention of new solutions that create value for our clients and exceptional experiences for their end users. And we have the fantastic opportunity available in Traka for a Technical Support Engineer. Part of Global Solutions, Traka, is the global leader in intelligent management solutions for keys and equipment. Our solutions help all types of organizations better control their important assets, improving productivity and accountability, and reducing risk in critical processes.Your Role in Keeping the Future in Safe Hands…As the Technical Support Engineer for the Global Solutions division of ASSA ABLOY, you will have the opportunity to play a pivotal regional role, collaborating with international teams and customers while developing deep expertise in enterprise-grade access control and integration solutions.Reporting to the Professional Services Manager, you will be responsible for providing first-line technical support to customers across the Middle East and India, ensuring timely resolution of issues and seamless escalation to Level 2 when required. Although our preference is for you to be based in Mumbai, where we have a regional office, we’re open to candidates located in any major metropolitan city in India.What you will do…- Develop first-response technical support for all customer tickets raised through Traka Middle East & India help desk, ensuring each inquiry receives a professional, well-articulated, and timely reply.- Lead troubleshooting activities related to Traka systems, including IP network connectivity, Traka software configuration, Microsoft SQL database, and Windows Server environments.- This role encompasses both Level 1 and Level 2 technical support responsibilities, providing hands-on exposure to advanced diagnostics of Traka systems as well as integration with third-party access control and security platforms.- Manage escalation processes by assessing ticket complexity, documenting findings, and routing advanced cases to Level 3 (Professional Services) with clear diagnostic notes.- Implement best-practice remote diagnostics, testing, and verification procedures to resolve customer issues efficiently and accurately.- Coordinate with regional sales and technical teams to provide pre-sales technical assistance, including solution demonstrations, architecture guidance, and proposal support.- Analyse recurring issues and work closely with internal teams to improve support processes, documentation, and customer satisfaction.- Establish and maintain technical documentation, FAQs, and solution templates to enhance consistency across support responses.- Drive continuous improvement in technical proficiency through training and close collaboration with Traka’s global support and engineering teams.- Participate in regional technical conferences, trade shows, and industry events, supporting the setup and demonstration of Traka systems and proof-of-concept configurations.What we expect of you…- Minimum 5 years of experience in technical support and pre-sales roles within the electronic security or access control industry.- Bachelor’s degree in Electronics, Computer Science, or a related technical discipline.- Demonstrated practical experience with IP networks, Microsoft SQL Server, and Windows Server environments.- Solid understanding of modern access control systems, including integration with card readers, controllers, and identity management platforms.- Excellent communication and documentation skills, with the ability to deliver professional written and verbal responses to customers and partners.- Self-motivated, organized, and capable of working independently across multiple time zones while maintaining a high level of responsiveness.- You will ideally be located in India, with flexibility to support customers across the Middle East and India region.- This role is primarily location-independent, requiring reliable connectivity to effectively collaborate with regional teams and participate in virtual meetings.- The role will also involve occasional travel to customer sites for pre-sales and post-sales support activities.What you can expect from us…- Generous and competitive total rewards package.- Comprehensive medical insurance coverage for you, your spouse, and children.- Comprehensive career-development resources to expand your skills and maximise your potential.- Supportive and accessible leadership team and a solid values platform that underpins who we are and how we operate.- Opportunity to work on cutting-edge access control and key management solutions with a global leader in security technology.- Collaborative and inclusive work environment that values initiative, innovation, and professional growth.About UsFeaturing four times in Forbes’ most innovative companies worldwide, we deliver innovative, safe, and convenient security solutions that provide real added value to our customers. As a group, our goal is to everyday help billions of people experience a more open world. We’re proud to boast leading positions across the majority of Europe, North and South America, Asia, and Oceania, offering products and services to our customers seeking solutions to their entrance and opening requirements, such as locks, doors and entrance automation.