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…

What you can expect from us…

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.