Solutions Support Engineer

Creating Peace of Mind by Pioneering Safety and Security

At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 30 brands, 12,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Additionally, in 2024 we were awarded the Gallup Exceptional Workplace Award, which recognizes the most engaged workplace cultures in the world.

At Allegion, we are driven by a bold vision: redefining safety while empowering our employees to thrive. When you join our team, you become part of a culture that values innovation, purpose, and excellence. This role offers the benefits of our dynamic hybrid work model—combining in-person collaboration for meaningful moments with the flexibility of remote work. Since hybrid arrangements can vary based on the needs of the individual, team and business, your talent acquisition partner will provide specific hybrid details about this role.

We are committed to fostering a healthy work-life balance and building meaningful connections, ensuring you have the tools, resources, and support needed to excel in any environment. Together, we’ll unlock your potential and create a lasting impact.

Qualified candidates must be legally authorized to be employed in the United States. The company does not intend to provide sponsorship for employment visa status (e.g., H-1B, TN, etc.) for this employment position.

• Become a technical subject matter expert in Allegion’s multi‑family access control solutions, specifically the Gatewise solutions.
• Triage and identify root cause of Customer Issues for Gatewise products and upscale as necessary to resolve or identify viable work around.
• Provide guidance to partners and technical support as needed to resolve customer issues.
• Provide partner feedback and suggestions to Product Management and Engineering.
• Contribute to regular quality meetings between the support, product management and engineering teams.
• Assist the Gatewise team with identifying/obtaining the tools and solutions they need to be successful.
• Partner with the engineering and product teams on the needs and recommendations for these tools.
• Work closely with Product and Engineering teams to define fixes and timelines.
• Be the Customer and Support advocate to internal teams, interacting directly with customers.
• Assist in documenting/reviewing troubleshooting steps, FAQs, and best practices.
• Review and support required design documentation, including functional block diagrams, system architecture drawings, and instructions for interfacing and working with Gatewise products.
• Work in a highly collaborative, hybrid work environment.

• Bachelor’s Degree in Systems, Electrical, Mechanical, Computer Engineering or related field or equivalent in years of relevant work experience.
• Demonstrated systems engineering fundamental skills, including design by requirements, requirement traceability, requirement verification and validation.
• Sound structured problem‑solving and critical thinking skills.
• Strong collaboration skills and demonstrated ability to lead effectively across internal (within Allegion) and external (customers) teams.
• Ability to communicate effectively at all levels, both written and verbal.
• Ability to lead troubleshooting and problem resolution in front of customers.
• Strong Customer Success/Service or Technical Support background a definite plus.
• Excellent time management skills and ability to work independently.
• Ability to travel up to 10%.
• Ability to work in Office (Houston, TX) daily.

Allegion is a Great Place to Grow your Career if:

• You're seeking a rewarding opportunity that allows you to truly help others. With thousands of employees and customers around the world, there’s plenty of room to make an impact. As our values state, “this is your business, run with it.”
• You’re looking for a company that will invest in your professional development. As we grow, we want you to grow with us.
• You want a culture that promotes work‑life balance. Our employees enjoy generous paid time off, because at…