Customer Success Engineer

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Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography , we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places - at scale and in total security.

Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.

Purpose As a Customer Support / Success Engineer, you will play a key role in ensuring the performance, availability and reliability of our local applications and systems. Working closely with our technical teams, customers and end users, you will help deliver a high-quality service and ensure that issues are resolved quickly and efficiently.

You will act as a technical bridge between the customer, the IPS Public Security, Travel & Transport support organization and our internal engineering teams, helping accelerate issue resolution while representing the voice of the customer.

This role combines technical troubleshooting, system administration, customer interaction and continuous improvement, with the opportunity to work on complex and critical environments.

Key Missions Analyze, troubleshoot and resolve tickets escalated by Level 1 or Level 2 support teams, within agreed SLA or internal OLA

Reproduce customer issues, document findings and prepare escalations to the L3 Software Support team

Provide technical input on product functionality, customer-specific configurations and usage

Design corrective action plans and local workarounds to ensure issues are resolved within SLA

Document ticket resolution and ensure clear communication and regular reporting to customers on progress

Maintain support documentation and operational procedures up to date

Deliver maintenance documentation, operation manuals, test procedures and test reports

Perform on-site administration and preventive maintenance activities at customer premises

Perform system upgrades at customer premises during the post-go-live, ramp-up or grace period

Ensure procedures are correctly implemented and followed

Maintain and troubleshoot IT infrastructure and backend components, including hardware and software

Participate in on-site integration, deployment and testing activities

Conduct technical analysis with guidance from a Customer Success Engineer 2

Communicate regularly with customers and Service Delivery Managers to keep them informed of progress

Accurately update and maintain the support ticket tracking tool

Contribute to ensuring customer satisfaction throughout maintenance and support activities

Profile & Other Information Experience with IBM/HP, Dell and PC servers, SAN or NetApp technologies

Strong scripting skills in Python, Bash or Shell

Knowledge of Java or another object-oriented programming language, with the ability to read and understand code

Experience in software development, customization or system integration

Experience administering and maintaining Oracle databases

ITIL certification or equivalent experience with IT service management best practices

Experience with Windows Server environments

Customer-focused and committed to delivering a high-quality service

Strong communicator, comfortable interacting with customers and technical teams

Collaborative and able to build effective relationships across different teams

Team player who can also work independently and make decisions when required

Curious and driven by continuous improvement and operational excellence

Analytical, proactive and solution-oriented

Comfortable working in a fast-paced, international environment

Open to travelling abroad and discovering new technical and customer environments

What we are looking for A customer-oriented, proactive and solution-driven team player , comfortable working independently in a fast-paced international environment and collaborating with both technical teams and customers.

By choosing to work at IDEMIA, you will join a unique tech company, offering a wide range of growth opportunities. You will contribute to a safer world, collaborating with an international and global community. We value the diversity of our teams and welcome people from all walks of life, regardless of how they look, where they come from, who they love, or what they think.

We deliver cutting edge, future proof innovation that reach the highest technological standards and we're transforming, fast, to stay a leader in a world that's changing fast, too.

At IDEMIA, people can develop their expertise and feel a sense of ownership and empowerment, in a global environment, as part of a company with the ambition and the ability to change the world.

Visit our website to know more about the leader in Identity Technologies

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