Product 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 Construction for a Product Support Engineer.

Part of Global Solutions, Biosite provides technology-enabled solutions that have been specifically designed to optimise operational efficiency, improve health and safety and ensure compliance for construction projects.

Your Role in Keeping the Future in Safe Hands…

About the Role

We are seeking a hands-on Product Support Engineer to install, troubleshoot, support, and improve our turnstile and access control products. This role works closely with Product Management to resolve complex issues and drive continuous product improvement. You will act as a key escalation point for technical problems and contribute to enhancing product reliability, performance, and serviceability across mechanical, electrical, and software systems.

Key Responsibilities

• Diagnose and resolve complex issues related to turnstile hardware, electronics, firmware, and software.

• Proficiency with test equipment like a Multi-meter, Oscilloscope and Spectrum analyser, as well as Linux and Windows operating systems would be beneficial. 
• Foundational knowledge of programming concepts spanning high‑level abstractions and low‑level, hardware‑focused interaction would be beneficial.

• Serve as an escalation point for field technicians, integrators, and customer support teams.
• Analyze failures, logs, and test data to determine root causes and recommend corrective actions.
• Collaborate Product Engineering to address recurring issues and support product improvements.
• Assist with installation, configuration, and integration of turnstile systems and access control components.
• Support testing and validation of new products and features prior to release.
• Create and maintain technical documentation, troubleshooting guides, and service procedures.
• Provide technical input for training materials and internal knowledge sharing.
• Participate in quality improvement initiatives, including failure analysis and corrective action plans.
• Use ticketing or issue tracking systems to manage and document technical support cases.

Qualifications

• Minimum 4 years of experience in a product support, field support, or product engineering role.
• Degree in Engineering, Computer Science, or equivalent experience.
• Strong analytical and problem-solving skills, with the ability to troubleshoot across mechanical, electrical, and software domains.
• Strong verbal and written communication skills; able to work with both technical and non-technical stakeholders.
• Ability to work independently, manage multiple priorities, and adapt to dynamic environments.
• Experience supporting electromechanical products such as turnstiles, access control systems, gates, or kiosks.
• Familiarity with access control, security hardware, RFID credentials, or related systems preferred.
• Experience with embedded systems, firmware, or system configuration is a plus.
• Willingness to travel occasionally for site support and testing.

About Us

Featuring 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.